9 customisable OKR examples for Incident Resolution Team
What are Incident Resolution Team OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.
We've tailored a list of OKRs examples for Incident Resolution Team to help you. You can look at any of the templates below to get some inspiration for your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Incident Resolution Team OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable Incident Resolution Team OKRs examples
You'll find below a list of Objectives and Key Results templates for Incident Resolution Team. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
1. OKRs to improve quality of incident resolution by the resolver team
Improve quality of incident resolution by the resolver team
Reduce incident recurrence rate by 20% through enhanced problem management
Implement thorough incident tracking and analysis procedures- Enhance proactive incident prevention measures
- Develop and provide advanced problem-solving training
- Decrease average resolution time per incident by 25% by refining processes
- Establish strict guidelines for incident resolution
- Train staff in efficient problem-solving techniques
- Implement a proficient incident management system
- Increase first-time resolution rate by 15% by enabling advanced troubleshooting training
- Develop comprehensive advanced troubleshooting training program
- Monitor and evaluate training effectiveness regularly
- Implement mandatory training for all technicians
2. OKRs to enhance resolution efficacy of the resolver team
- Enhance resolution efficacy of the resolver team
- Decrease average resolution time of incidents by 15%
- Train support team on more efficient troubleshooting techniques
- Review and streamline current incident resolution processes
- Implement a prioritizing system for tech-support tickets
- Increase resolution rate of high-priority incidents by 20%
- Provide additional training for Incident Response Team
- Streamline process for handling high-priority incidents
- Establish strict performance metrics and monitoring
- Implement training program to reduce incident escalation occurrences by 10%
- Develop training modules focusing on de-escalation methods
- Schedule and conduct training sessions for staff
- Assess current trends in incident escalation occurrences
3. OKRs to enhance the resolver team's incident resolution quality
- Enhance the resolver team's incident resolution quality
- Implement a new resolution process and train 100% of the team
- Develop effective training materials for the process
- Train entire team on new process
- Design a comprehensive new resolution process
- Achieve a 20% increase in satisfactory resolution reports from affected teams
- Periodically evaluate and improve resolution strategies
- Improve communication channels within affected teams
- Implement regular training programs on problem resolution
- Reduce incident recurrence rate by 25%
- Train employees on incident prevention measures
- Provide proactive maintenance on all operating equipment
- Implement a comprehensive incident tracking system
4. OKRs to enhance incident resolution quality by minimizing issue recurrence
- Enhance incident resolution quality by minimizing issue recurrence
- Decrease average incident resolution time by 15%
- Streamline communication processes between teams
- Implement incident management training for all team members
- Optimize workflows via automation tools
- Increase resolver team's satisfaction score by 20%
- Provide regular training sessions to enhance skills
- Implement a rewarding system for well-performing team members
- Improve communication channels for better collaboration
- Reduce incident reoccurrence rate by 30%
- Enhance existing incident response procedures
- Implement rigorous post-incident reviews to identify causes
- Increase staff training in incident prevention strategies
5. OKRs to enhance efficiency and effectiveness of incident management
- Enhance efficiency and effectiveness of incident management
- Implement staff training for incident resolution, achieving a 90% completion rate
- Identify necessary skills for incident resolution
- Monitor and track staff completion rates
- Develop a comprehensive training module
- Increase the rate of successful incident closures by 40%
- Incorporate technology solutions for incident tracking
- Implement robust training programs for incident response teams
- Enhance incident management processes for efficiency
- Reduce incident response time by 35%
- Define standard incident response protocols
- Conduct regular response time training simulations
- Implement efficient incident management software
6. OKRs to improve MTTR efficiency to enhance customer satisfaction
- Improve MTTR efficiency to enhance customer satisfaction
- Implement automation tools to decrease manual intervention in incident resolution by 20%
- Monitor and measure the effectiveness of automation tools in reducing manual intervention
- Determine specific incidents that can be resolved through automation
- Conduct a thorough evaluation of available automation tools for incident resolution
- Implement selected automation tools into incident resolution processes
- Increase first-call resolution rate by 10% through improved troubleshooting techniques
- Develop a standardized troubleshooting checklist and documentation process
- Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
- Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
- Implement comprehensive training program for troubleshooting techniques
- Provide comprehensive training to support team to enhance technical capabilities and problem-solving skills
- Organize team-building activities to foster collaboration and enhance problem-solving through group participation
- Offer online training resources and modules for the support team to enhance their technical skills
- Conduct technical workshops to strengthen the support team's knowledge and proficiency
- Implement regular problem-solving exercises to improve the team's critical thinking abilities
- Reduce average incident response time by 15% through process improvement
7. OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
- Decrease the Mean Time to Resolution (MTTR) for all incidents
- Improve technical skills, aiming for 15% faster handling of subsequent incidents
- Practice problem-solving using tech simulations
- Enroll in technical skill-enhancing workshops/courses
- Read, study and apply latest tech manuals/guides
- Cut the average initial response time by 20%
- Automate initial responses with a well-structured bot
- Provide quick response training to customer service teams
- Implement 24/7 customer support service
- Implement a system that ensures 90% of incidents are first-time fixes
- Develop a robust incident reporting protocol
- Train team on comprehensive problem-solving techniques
- Incorporate quality assurance check within the process
8. OKRs to enhance incident management and outage call bridge creation processes
- Enhance incident management and outage call bridge creation processes
- Launch and manage 100% of outage call bridges within 15 minutes of detection
- Develop a reliable system for immediate detection of outages
- Monitor call bridges for rapid and efficient handling
- Train staff in launching call bridges promptly
- Reduce average major incident resolution time by 15%
- Implement advanced ticketing system for quicker incident identification
- Enhance staff training on major incident resolution
- Streamline communication processes during incidents
- Improve team response rate to major incidents by 20%
- Monitor and optimize response protocols regularly
- Conduct regular emergency response training sessions
- Implement swift communication via dedicated incident response platform
9. OKRs to enhance incident ticket resolution and management
- Enhance incident ticket resolution and management
- Implement a system to categorize and prioritize incidents for faster resolution
- Implement the system and train team on proper usage
- Develop a categorization and prioritization system
- Identify different categories and priority levels for incidents
- Increase first call resolution rate to 80% from the current figure
- Implement customer service training emphasizing first call resolutions
- Regularly monitor and evaluate agent performance
- Review and update relevant call scripts and procedures
- Reduce average ticket resolution time by 30%
- Set key performance indicators for resolution times
- Train staff in advanced problem-solving
- Implement a more efficient ticket prioritization system
Incident Resolution Team OKR best practices to boost success
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tability's audit dashboard will highlight opportunities to improve OKRsTip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tability's check-ins will save you hours and increase transparencyTip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to turn your Incident Resolution Team OKRs in a strategy map
Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
Tability's Strategy Map makes it easy to see all your org's OKRsIf you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Incident Resolution Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to create a robust Social Media Volunteer Team for improved visibility and donor awareness
- OKRs to enhance visibility and effectiveness of Fintech marketing operations
- OKRs to launch a viable, user-friendly SaaS product
- OKRs to enhance automation coverage in UPI's T1 and T2 services
- OKRs to enhance health outcomes for all patients
- OKRs to deliver a well-informed assessment for a potential Series A follow-on investment at XY GmbH
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.