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.

A bar and line chart showing the Service Availability of Core Network and Voice Over Internet Protocol services provided by the OCIO from June 2025 through June 2026. The x-axis displays time in intervals of month, while the y-axis displays the percent of time where a service was available from 97% to 100%. A blue bar indicates the availability of the core network, while a yellow bar indicates the availability of the VOIP service. A black dotted line near the top indicates the goal of 99.95% availability. Generally, core network has remained at or near 100%, while VOIP sometimes falls below the goal.

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.

A bar and line chart showing the volume of Incident Reports (IRs) from June 2025 through June 2026. Dark red bars indicate the number of IRs resolved within 24 hours. A red shaded area indicates the total number of IRs received in a month. A yellow line displays the goal of 80% of SRs closed within 24 hours. The x-axis displays times in intervals of months, while the y-axis displays the number of IRs received.

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.

A bar and line chart showing the volume of Service Requests (SRs) from June 2025 through June 2026. Blue bars indicate the number of SRs resolved within 24 hours. A blue shaded area indicates the total number of SRs received in a month. A yellow line displays the goal of 65% of SRs closed within 24 hours. The x-axis displays times in intervals of months, while the y-axis displays the number of IRs received.