OKR template to enhance resolver team's service level agreement on security incidents
This OKR focuses on enhancing the service level agreement(SLA) on security incidents handling by the resolver team. The main goal is to decrease the average incident response time by 15%, using initiatives such as implementing an efficient incident management system and advanced incident response training for staff.
The second outcome in the OKR is to increase the resolver team's incident resolution rate by 30%. This can be achieved by enhancing the team's technical skills through training, improving team communication, and analyzing past incidents to deduce common resolution strategies.
The third objective aims to increase client satisfaction, with a target of 90% surveyed clients expressing satisfaction with the resolution process. This can be pursued by monitoring and analyzing client satisfaction surveys regularly, updating resolution procedures based on client feedback, and conducting regular training for customer service representatives.
Lastly, the OKR suggests streamlining incident escalation processes and prioritizing them for effective handling of security incidents. Overall, it focuses on improving the resolution process by increasing response rates and client satisfaction, and reducing response time.
The second outcome in the OKR is to increase the resolver team's incident resolution rate by 30%. This can be achieved by enhancing the team's technical skills through training, improving team communication, and analyzing past incidents to deduce common resolution strategies.
The third objective aims to increase client satisfaction, with a target of 90% surveyed clients expressing satisfaction with the resolution process. This can be pursued by monitoring and analyzing client satisfaction surveys regularly, updating resolution procedures based on client feedback, and conducting regular training for customer service representatives.
Lastly, the OKR suggests streamlining incident escalation processes and prioritizing them for effective handling of security incidents. Overall, it focuses on improving the resolution process by increasing response rates and client satisfaction, and reducing response time.
Enhance resolver team's service level agreement on security incidents
Decrease average incident response time by 15%
Implement an efficient incident management system- Provide staff with advanced incident response training
- Prioritize and streamline incident escalation processes
- Increase resolver team's incident resolution rate by 30%
- Implement training to enhance team's technical skills
- Improve communication and coordination within the team
- Analyze past incidents to identify common resolution strategies
- Increase client satisfaction with resolution process to 90% on surveys
- Regularly monitor and analyze client satisfaction surveys
- Enhance resolution procedures based on client feedback
- Implement regular training for customer service representatives