OCIO Service Desk: Metrics

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OCIO Key Performance Goals

The following charts provide insight into the Office of the CIO's performance over the past 12 months.

The OCIO tracks key services including Core Network and Voice over Internet Protocol (VOIP). The goal for both services is 99.95% availability throughout the month. Core Network availability has consistently maintained the goal for the past year, while VoIP services fell below the goal in July, September, and November 2025, and January 2026.

Bar chart titled Service Availability showing monthly percentages from April 2025 through April 2026. Each month displays two vertical bars: a blue bar for Core Network availability and a yellow bar for VOIP availability. Most Core Network bars reach approximately 100 percent. VOIP bars generally reach between roughly 99.85 and 100 percent, with slight month‑to‑month variation. A dashed horizontal black line near the top marks the goal of 99.950 percent. The x‑axis lists months from Apr‑25 to Apr‑26, and the y‑axis ranges from 97 to 100 percent availability.

Incident Reports allow the OCIO to handle incidents involving deployed software or hardware that State teammates and other agencies, boards, and groups currently utilize. Over the past 12 months, the agency has consistently met the goal of resolving 80% of incidents within 24 hours.

Bar and line chart titled OCIO Service Portal – Incident Requests, showing monthly incident report volumes from April 2025 through April 2026. Each month displays a dark pink vertical bar representing total incident requests, with values ranging from about 9,700 to 17,300. A lighter pink area overlays the bars, indicating incident reports resolved within 24 hours. A yellow line shows the percentage of incidents closed within 24 hours, with an 80 percent goal marked in the legend. Month labels run from Apr‑25 to Apr‑26 along the x‑axis, and the y‑axis spans 0 to 20,000. Data points for each month show general fluctuations, peaking in January 2026.

Service Requests are how the agency handles orders for new services or equipment. Over the past 12 months, the agency has consistently met the goal of completing 65% of Service Requests within 24 hours.

Bar and line chart titled OCIO Service Portal – Service Requests, showing monthly service request volumes from April 2025 through April 2026. Each month includes a dark teal bar representing the number of service requests completed within 24 hours, with values generally ranging from about 3,200 to 5,800. A light teal shaded area behind the bars represents total service requests created, with monthly totals between roughly 4,400 and 7,700. A yellow line tracks the percentage of service requests completed within 24 hours, compared against a 65 percent goal noted in the legend. The x‑axis lists months from Apr‑25 to Apr‑26, and the y‑axis ranges from 0 to 9,000. Peak total volume appears in October 2025, followed by fluctuations through the rest of the year.