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OCIO Service Desk: Metrics

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OCIO Key Performance Goals

A side-by-side bar chart titled "Service Availability" comparing the monthly performance of "Core Network" and "VOIP" services from March 2025 to March 2026. The y-axis measures availability percentage from 97.00% to 100.00%. Core Network (dark blue bars) consistently stays at or very near 100.00% throughout the year. VOIP (yellow bars) fluctuates slightly, mostly hovering around 99.80%. A dashed black horizontal line represents a "Goal (99.950%)"; while the Core Network consistently meets or exceeds this target, the VOIP service remains slightly below the goal for the entire 13-month period.

Service Availability Performance (March 2025 – March 2026): This chart highlights that while the Core Network maintained near-perfect uptime, exceeding the 99.95% target every month, VOIP availability consistently fell just short of the goal, averaging approximately 99.8%.

A combination area and bar chart titled "OCIO Service Portal - Incident Requests" showing data from March 2025 to March 2026. A light pink area chart represents "Total IR" (Incident Requests), peaking at 17,335 in January 2026. Dark pink vertical bars represent "IR Resolved in 24 Hours," with the specific number of resolutions labeled above each bar. An orange line chart depicts a "Goal (80%)" for resolutions. Throughout the 13-month period, the volume of resolved incidents closely follows the trend of total requests, with the highest performance occurring in January 2026.

OCIO Incident Request Resolution Trends (Mar '25 – Mar '26): This chart tracks total incident volume against resolutions completed within a 24-hour window. While total requests saw a significant spike in January 2026 (17,335), the service portal maintained a high resolution rate, consistently trending alongside the 80% performance goal.

A combination area and bar chart titled "OCIO Service Portal - Service Requests" covering March 2025 to March 2026. A light blue area chart tracks "Total Service Requests Created," which remains steady around 4,500 until a significant peak of 7,729 in October 2025. Teal vertical bars show "SR Completed Within 24 Hours," with specific counts labeled on each bar. An orange line chart represents a "Goal (65%)" for completion. The data shows that the number of requests completed within 24 hours closely mirrors the total volume, with the highest performance occurring during the October 2025 peak (5,838 completions).

Service Request Fulfillment Efficiency (Mar '25 – Mar '26): This chart visualizes the OCIO's ability to complete service requests within a 24-hour window relative to total volume. Despite a major surge in requests in October 2025, the portal maintained its efficiency, with completion counts consistently tracking above the 65% performance target.