SDI Presence

Keep technology secure and reliable while freeing internal IT teams to focus on strategic priorities.

Align technology investments with organizational priorities, manage risk, and turn technology plans into actionable initiatives and sustained results.

Transform workflows, improve efficiency, and get more value from ServiceNow through expert implementation, optimization, and ongoing support.

Turn fragmented data into a trusted, governed asset that supports smarter decisions, compliance, analytics, and responsible AI adoption.

Improve asset performance and operational efficiency with governed, integrated EAM processes, implementation, optimization, and ongoing support.

Modernizes and supports secure, connected public safety systems to help agencies improve emergency response and protect communities.

SDI helps organizations reduce infrastructure risk and costs while keeping complex physical, digital, hybrid, and cloud environments secure and performing reliably.

Keeps users productive and systems secure with responsive support, proactive issue management, and end-to-end IT lifecycle services.

Retire aging systems while keeping historical data accessible through a supported platform with user-friendly access and reporting.

Utilities can access SpryPoint implementation services from a certified partner with extensive utility-client and IT experience.

Access high-quality IT delivery while building local talent, strengthening supplier partnerships, and supporting community growth.

IT Managed Services

SDI Presence provides managed IT services for complex environments, spanning end-user support and cloud, data, and digital infrastructure management. Services include 24/7 service desk support, cybersecurity, compliance and governance, field service, and management of networks, servers, data centers, storage, and databases. Flexible managed and co-managed models can take responsibility for defined operational work while helping internal teams focus on strategic priorities.

Category: Managed IT Services

• Resolve IT Issues Around The Clock
  Round-the-clock service desk operations help users get support when they need it, including after-hours coverage for ongoing IT operations.
• Manage Core IT Infrastructure
  SDI manages network, server, data center, cloud, storage, and database environments as part of its comprehensive IT services.
• Free Internal Teams For Strategic Work
  Organizations can assign defined operational responsibilities to a managed services partner, helping internal IT teams dedicate more capacity to strategic priorities.
• Protect Systems And Support Compliance
  Cybersecurity services help safeguard data and systems, while compliance and governance support helps organizations address regulatory standards and best practices.
• Address Issues Before They Disrupt Work
  Proactive monitoring and ongoing maintenance help identify issues before they affect business operations, while supporting the day-to-day availability of IT environments.
• Keep Users Productive And Supported
  Flexible user support and endpoint management help address workforce technology needs and keep users supported across the organization.
• Restore Service With 24/7 Field Support
  Certified engineers provide field support for lifecycle management, break/fix needs, and incident response, including around-the-clock coverage.
• Manage Assets From Procurement To Disposal
  Lifecycle services support IT assets throughout their use, including procurement, tracking, repair, inventory, and disposal, with governance and compliance processes.
• Align Support With Defined Service Levels
  Service-level-based support establishes defined expectations for service delivery, with measurable outcomes and processes that provide greater visibility into IT costs and assets.

Advisory & Consulting

SDI Presence provides practical technology strategies that align IT investments with business objectives and deliver measurable value. Its advisory team assesses current systems, processes, and readiness; develops strategic roadmaps; guides technology selection, integration, and governance; and provides risk, compliance, and change enablement support. SDI also helps organizations plan for emerging technologies, AI, and cloud transformation, then sustain results through oversight, risk management, and continuous improvement.

• Align Technology With Business Goals
  Translate organizational priorities into actionable technology strategies and roadmaps to help direct investment and initiatives toward business objectives.
• Strengthen Security And Compliance
  Use guidance and frameworks to address security and regulatory requirements while supporting operational resilience.
• Turn Guidance Into Action
  Work with an advisory partner that helps execute plans, rather than stopping at recommendations.
• Identify Gaps And Opportunities
  Assess current technology, processes, and readiness to give organizations a clearer basis for prioritizing improvements and planning next steps.
• Select And Integrate Fit-For-Purpose Technology
  Receive guidance on selecting and integrating technology suited to organizational needs and objectives.
• Sustain Results Through Ongoing Oversight
  Continue managing risk and improving initiatives through oversight and continuous improvement after technology decisions are implemented.
• Support Adoption And Sustained Success
  Support organizational change so teams can adopt initiatives and sustain the results of technology and process changes.
• Design Technology Governance
  Develop governance designs to support the implementation and oversight of technology decisions.
• Plan For Emerging Technology
  Develop strategies for emerging technologies, AI, and cloud transformation to help organizations plan for technology change.

ServiceNow Services

SDI Presence provides ServiceNow strategy, implementation, integration, optimization, upgrades, and managed services. Its ServiceNow-certified practitioners align workflows with business goals, support organizational adoption, and help clients realize value throughout the platform lifecycle. Services span capabilities including ITSM, ITOM, HRSD, SecOps, CSM, enterprise asset management, and AI. SDI uses established delivery methodologies and collaborative teams to support complex transformations for government, utilities, and enterprise organizations.

• Support Every Stage Of The Platform Lifecycle
  Bring strategy, implementation, optimization, upgrades, and managed services together under one partner to support long-term platform success.
• Align Workflows With Business Goals
  Connect workflows and systems to organizational priorities to support more efficient operations and better coordination across teams.
• Apply Expertise Across ServiceNow Capabilities
  Draw on experience across multiple ServiceNow modules and packaged capabilities to address platform needs beyond basic IT service management.
• Support Adoption Across Your Organization
  Pair platform deployment with targeted change management and adoption support to help integrate ServiceNow into organizational workflows.
• Maintain And Enhance Your ServiceNow Platform
  Continue supporting and enhancing the platform after implementation through managed services as part of the ServiceNow lifecycle.
• Optimize And Upgrade Your Platform
  Improve an existing ServiceNow environment and access platform features through upgrade support, including experience shortening upgrade time.
• Centralize Asset Data And Lifecycle Processes
  Use ServiceNow to consolidate asset information and automate lifecycle and audit processes, supporting visibility, accountability, and compliance.
• Deliver With Collaborative, Proven Methods
  Combine complementary delivery expertise and established methodologies to support continuity, reduce delivery risk, and accelerate results.
• Extend Workflows With AI Capabilities
  Add AI capabilities to workflows to support automation, decision-making, and employee and customer experiences.

Enterprise Data & AI

SDI helps organizations turn data into a trusted, strategic asset through business-aligned data strategy, governance frameworks, and data architecture design. Services span current-state assessment and roadmap planning through implementation, analytics and AI enablement, change management, and ongoing governance operations. The work supports data accuracy, consistency, security, compliance, informed decision-making, and responsible AI adoption.

Category: Data and Analytics Consulting

• Establish Trusted, Consistent Data Practices
  Defined governance practices clarify data ownership and access, strengthen data quality, and help organizations manage compliance and use data more responsibly.
• Align Data Investments With Business Goals
  A clear strategy connects data initiatives to business priorities, helping organizations plan investments and focus on outcomes that support their goals.
• Improve Data Accuracy And Consistency
  More accurate and consistent data gives organizations a stronger basis for reporting, decision-making, and AI outputs they can trust.
• Prepare Data And Governance For Responsible AI
  Readiness assessments and roadmaps help organizations identify foundational gaps, prioritize use cases, and build toward AI adoption with appropriate governance and oversight.
• Modernize Data Foundations For Analytics And AI
  A modernized, governed data foundation helps organizations organize and prepare information for analytics and AI, with repeatable datasets and data lineage to support trusted results.
• Connect Data Across Enterprise Systems
  Connecting information across systems helps reduce data silos and inconsistencies, enabling organizations to use more complete and consistent data for decisions and AI initiatives.
• Use Data For Analytics And AI
  Prepared, governed data supports analytics and AI initiatives that can help organizations gain insights and make more informed decisions.
• Build Adoption Through Training And Support
  Training, change management, and ongoing support help organizations adopt data practices and technologies as they are implemented.

Enterprise Asset Management

SDI Presence helps organizations manage physical assets through EAM system selection, implementation, data governance, work order optimization, and managed support. Its approach aligns asset structures, people, processes, and data, integrating EAM with other enterprise systems to support scalable asset management. Services include planning, implementation, optimization, organizational change management, and ongoing platform support.

• Manage Assets Across Their Lifecycle
  Centralized asset records and lifecycle processes give organizations visibility into assets from acquisition through retirement and can reduce reliance on fragmented systems and manual workflows.
• Improve Asset Data Consistency
  Governance structures, naming conventions, field confirmation, and physical tagging help organizations maintain more consistent asset information and support compliance.
• Keep EAM Platforms Optimized
  Implementation establishes the processes and systems needed to support the organization's goals, while ongoing managed services provide platform support and help maintain security and optimization.
• Strengthen Asset Visibility And Accountability
  Centralized asset information supports visibility and auditing. In the City of Chicago implementation, chain-of-custody tracking for critical equipment strengthened accountability and reporting capabilities.
• Streamline Work Orders
  Optimized processes connect work order activity from request to closure, helping organizations address inefficient workflows and delays.
• Select And Connect EAM Systems
  Requirements gathering, vendor management, and scorecarding support system selection, while integration with other enterprise systems helps provide a more holistic view of asset management.
• Support EAM Adoption
  Hands-on organizational change support helps teams adopt updated asset management practices and systems.
• Expand EAM Insights And Tools
  Predictive analytics, mobile tools, and AI-powered insights are identified as capabilities organizations can use to evolve their asset management approach and support ongoing improvement.

Public Safety Technology Services

SDI Presence helps public agencies protect communities and critical infrastructure through integrated security solutions, legacy system modernization, and expert-led project delivery. Services span CAD/RMS systems, next-generation 911 readiness, access control and intrusion detection, cloud strategy, and video system deployments. SDI guides agencies from technology planning and procurement through implementation and ongoing 24/7 monitoring, help desk, and administrative support, with an emphasis on secure, phased deployments that minimize disruption.

• Improve Dispatch And Incident Reporting
  Integrated CAD/RMS systems support more accurate dispatch, data sharing, and incident reporting for public safety agencies.
• Modernize Emergency Communications
  Modernized emergency communications infrastructure helps agencies prepare for next-generation 911 and increase responder awareness.
• Keep Critical Systems Running
  Ongoing monitoring, help desk, and administrative services support continuous operation of public safety systems.
• Modernize Systems And Improve Interoperability
  Modernizing fragmented legacy environments helps address interoperability limitations and supports more connected public safety systems.
• Strengthen Facility Security
  Centralized security systems and smart alerts help public agencies strengthen physical security for critical facilities.
• Improve Availability And Recovery
  A public safety cloud strategy helps agencies move legacy systems to secure, scalable environments with improved availability and disaster recovery.
• Coordinate Secure, Phased Deployments
  Structured delivery supports complex projects involving multiple stakeholders and strict requirements while minimizing disruption to public safety operations.
• Track Assets And Strengthen Accountability
  Centralized asset records and automated lifecycle and audit processes can improve visibility, accountability, and chain-of-custody tracking for critical public safety equipment.
• Deploy Video Systems With Minimal Disruption
  Expert-led video system rollouts are managed to minimize operational disruption and maintain uptime.

Infrastructure Services

SDI delivers end-to-end infrastructure services across data center, network, cloud, and security environments, supporting both digital and physical infrastructure. Services include data center lifecycle and performance management, cybersecurity monitoring and incident response, network administration and optimization, and hybrid and cloud infrastructure management. SDI assesses current environments, develops business-aligned roadmaps, deploys integrated solutions, and provides ongoing monitoring, support, and optimization to help organizations reduce risk, control costs, and maintain resilient, high-performing infrastructure.

Category: Managed IT Services

• Manage Data Center Capacity And Performance
  Lifecycle support and facility oversight help organizations manage data center assets, capacity, and performance.
• Strengthen Security And Respond To Incidents
  Proactive monitoring, risk assessments, and incident response help protect physical and digital environments against evolving security threats.
• Monitor And Optimize Network Performance
  End-to-end network monitoring, administration, and optimization support a reliable and secure network environment.
• Manage And Optimize Hybrid Cloud Environments
  Support for cloud and hybrid strategies includes migrations, monitoring, management, and optimization to help organizations manage their infrastructure as needs change.
• Maintain Resilient, High-Performing Infrastructure
  Ongoing monitoring, support, and optimization help maintain infrastructure performance and resilience, with continuous improvement to strengthen the environment.
• Align Infrastructure Solutions With Business Goals
  Assessment and tailored roadmaps connect technology plans with business goals, while implementation integrates data center, cloud, network, and security management.
• Manage Server Resources For Uptime
  Server resource management supports uptime across an organization's IT environment.
• Manage Storage For Growing Data Needs
  Storage management supports organizations as their data needs grow.
• Keep Databases Running Smoothly
  Expert database administration helps keep databases running smoothly.

End-user services & support

SDI provides a managed, user-centric support model spanning service desk assistance, application support, proactive monitoring, IT asset lifecycle management, and field service. Services include flexible multichannel support, scalable help desk operations, and day-to-day management and enhancement of end-user environments. Support can include 24/7 service, certified engineers, ITIL-compliant processes, and lifecycle management from procurement through disposal, with governance and compliance. SDI assesses existing support structures, assets, and applications to develop a tailored strategy, then continuously improves services using emerging technologies, analytics, and automation.

• Resolve User Issues Quickly
  Users can access responsive support through flexible channels, including Level 1 and 2 service calls for desktop, network, server, and security needs.
• Address Issues Before They Disrupt Work
  Proactive monitoring helps identify potential issues before they affect users or business operations, rather than relying only on reactive fixes.
• Manage Assets From Procurement To Disposal
  End-to-end lifecycle management helps clients track and maintain hardware and software assets while applying governance and compliance practices.
• Support Critical Applications
  Application support helps organizations address application performance issues and provide support for their application environment.
• Get Certified Engineer Support
  Certified engineers provide field support for lifecycle management, break/fix work, and incident response, including 24/7 availability.
• Improve Service Delivery Visibility
  ITIL-compliant support processes and a tailored, secure ITSM platform are designed to improve service delivery and increase visibility into IT costs and assets.
• Continuously Improve Support Services
  Ongoing service management and improvement use emerging technologies, analytics, and automation to enhance the end-user environment.
• Repair Hardware And Maintain Spare Parts
  Hardware repair and spare parts inventory support IT hardware lifecycle operations for client environments.
• Access Support Through Self-Service
  A self-service portal gives users an additional way to access support services.
• Review Service Reporting And Analytics
  Reporting and analytics provide information about service delivery and support operations.

ArchiveLink

ArchiveLink helps organizations retire legacy systems while retaining access to historical data. SDI works with clients to understand their data and reporting needs, then migrates legacy data of any type into a modern, supported database environment using AI tools. SDI manages the process from database creation through data import. A user-friendly interface supports access and querying, while agency-defined reports, including Microsoft SSRS reporting, support compliance and reporting needs. The supported platform can reduce ongoing legacy maintenance and licensing costs, address risks associated with unsupported systems, and simplify backup, recovery, and patching.

• Migrate Legacy Data Into A Supported Environment
  Move historical data from legacy systems into a modern, supported database environment, with SDI managing database creation and data import.
• Retire Legacy Systems While Keeping Data
  Maintain access to historical data while decommissioning legacy systems that may otherwise need to remain in service for reporting or compliance.
• Protect Data And Support Records Retention
  Use a secure, supported platform to address security risks tied to unsupported systems and support regulatory and records-retention requirements.
• Access And Query Data Through An Intuitive Interface
  Give staff a user-friendly way to access and query historical data, reducing the need to work through outdated system interfaces and requiring minimal training.
• Create Agency-Defined Reports For Compliance
  Support agency-specific reporting requirements with custom reports and tools such as Microsoft SSRS.
• Reduce Legacy Maintenance And Licensing Costs
  Plan for retiring aging systems with the potential to eliminate their ongoing maintenance costs and legacy license requirements.
• Simplify Backup Recovery And Patching
  Simplify platform management tasks by streamlining backup, recovery, and patching.

SpryPoint Implementation

SDI Presence provides SpryPoint implementation services for utilities as a certified SpryPoint partner. The service is backed by SDI’s experience supporting more than 100 utility clients and 30 years of IT expertise.

• Implement With Certified SpryPoint Expertise
  Utilities can work with a certified SpryPoint partner for implementation services.
• Leverage Utility And IT Experience
  Utilities can draw on SDI’s stated experience supporting more than 100 utility clients and its 30 years of IT expertise.

Xchange

Xchange connects local talent with meaningful technology opportunities to help reshape Chicago’s tech economy. It develops apprentices through hands-on experience and industry-recognized training, while giving organizations high-quality IT delivery through a blended model of experienced professionals and emerging talent. The program also works with local MBEs and reinvests technology spending to support neighborhood revitalization and inclusive growth.

• Build Skilled Local Tech Talent
  Apprentices gain practical experience and industry-recognized training for technology careers, while employers benefit from stronger local talent pools.
• Deliver High-Quality IT Services
  The blended delivery model combines experienced professionals with emerging talent to provide organizations with high-quality IT delivery.
• Strengthen Local Supplier Partnerships
  Local MBEs can enhance their capabilities, while corporate partners strengthen their supply chains through local investment.
• Create Local Career Pathways
  The onshore delivery and training center supports career creation and training in Chicago, including opportunities with family-sustaining wages.
• Reinvest In Local Communities
  By directing technology investment locally, Xchange supports neighborhood revitalization and inclusive economic growth.
• Expand Talent Pipelines
  The program is designed to expand talent pipelines and support more employers as it scales.