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OKR template to improve IT service desk performance and customer satisfaction

public-lib · Published 3 months ago

Your OKR template

The principal aim of this OKR is to enhance the performance of the IT service desk and boost customer satisfaction. The key objective is to increase customer satisfaction to 90%, which will be measured via user surveys. The initiatives proposed to achieve this include regular training for the customer service team, developing customer-centric strategies, and setting up a user feedback system after service.

The second outcome within this OKR is to increase the rate of problems resolved at first contact to at least 80%. This will be achieved by incorporating a strong knowledge management system, consistently monitoring and analyzing resolution metrics, and training the customer service team in effective problem-solving methods.

The final outcome of this OKR is to decrease the average time it takes to resolve a ticket by 20%. This will be accomplished by deploying an advanced ticket prioritization system, streamlining intra-team communication processes, and providing problem-solving training to the staff.

Overall, this OKR emphasizes continuous improvement, efficient problem-solving, and an elevated level of customer satisfaction in the realm of IT service desk operations. The proposed initiatives focus on staff training, implementing effective systems and strategies, and using analysis for better decision-making.
  • ObjectiveObjectiveImprove IT service desk performance and customer satisfaction
  • Key ResultKRAchieve 90% customer satisfaction rating in user surveys
  • TaskImplement regular training for customer service team
  • TaskDevelop customer-centric policies and strategies
  • TaskEstablish a user feedback system post-service
  • Key ResultKRIncrease first contact resolution rate to 80%
  • TaskImplement a robust knowledge management system
  • TaskRegularly monitor and analyze resolution metrics
  • TaskTrain customer service team on effective problem-solving techniques
  • Key ResultKRReduce average ticket resolution time by 20%
  • TaskImplement advanced ticket prioritization system
  • TaskStreamline communication processes within the team
  • TaskProvide comprehensive problem-solving training to staff
Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

  • Use AI to draft a complete set of OKRs in seconds
  • Connect your OKRs and team goals to your project
  • Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Tability Import Options

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Copy from the template

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Importing from text

Now, just click on Import from text and let the magic happen.

Tability editor with imported content

Once your example is in the plan editor, you will be able to:

  • Edit the objectives, key results, and tasks
  • Click on the target 0 → 100% to set better target
  • Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

Publish import

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

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