City IT Managed Services

Project Description

A major City desired a high-quality, dependable IT Services firm with expertise in providing Information Technology Infrastructure Services (“IT Services”) for the following:

• Data Center Services
• End-User Computing Services (includes end-user hardware/software deployment, maintenance, and management)
• Data Network Services (including on-going infrastructure upgrades and deployment)
• Help Desk Services
• Cross-Functional Services
• Special Projects

Project Goals

The City’s objective was to partner with a qualified company to provide Managed IT services to improve overall efficiency and effectiveness in support of the City’s operating Departments and approximately 30,000 employees who use technology in their daily business operations.

Services Delivered

The SDI Team provides Service Level Agreement (“SLA”)-based professional IT services and support including:

• Program/Project Management
• Data Center management for over 1,400 servers throughout the City
• End-User Computing support for 19,000 City’s desktops, laptops, and tablets
• Data network management across 5 data centers and 350 City locations
• 24x7x365 help desk services designed to minimize disruption to City business
• 24×7 Security Operations Center monitoring
• Dedicated support for key public safety departments – 911, Police, Fire, and Aviation
• Continuous improvement and innovation

Project Results

After completing a seamless, 6-month transition, SDI has delivered on the City’s SLAs and expectations of continuous innovation.