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7 OKR examples for It Service Desk

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What are It Service Desk OKRs?

The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.

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 It Service Desk 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.

The best tools for writing perfect It Service Desk OKRs

Here are 2 tools that can help you draft your OKRs in no time.

Tability AI: to generate OKRs based on a prompt

Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.

Watch the video below to see it in action 👇

Tability Feedback: to improve existing OKRs

You can use Tability's AI feedback to improve your OKRs if you already have existing goals.

AI feedback for OKRs in Tability

Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.

It Service Desk OKRs examples

You'll find below a list of Objectives and Key Results templates for It Service Desk. 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!

OKRs to enhance satisfaction levels of IT Service Desk

  • ObjectiveEnhance satisfaction levels of IT Service Desk
  • KRAchieve a first-contact resolution rate of 80%
  • TaskDevelop an efficient customer complaint system
  • TaskRegularly review and improve resolution strategies
  • TaskImplement thorough training for customer service reps
  • KRIncrease CSAT scores by 20%
  • TaskIntroduce rewards program for exceptional customer service
  • TaskImprove customer service training programs for better service delivery
  • TaskImplement customer feedback system to identify improvement areas
  • KRReduce ticket resolution time by 15%
  • TaskAssign dedicated teams to address frequent issues
  • TaskEstablish a knowledge base for common queries
  • TaskImplement and train staff on a new ticket prioritization system

OKRs to improve IT service desk performance and customer satisfaction

  • ObjectiveImprove IT service desk performance and customer satisfaction
  • KRAchieve 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
  • KRIncrease 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
  • KRReduce average ticket resolution time by 20%
  • TaskImplement advanced ticket prioritization system
  • TaskStreamline communication processes within the team
  • TaskProvide comprehensive problem-solving training to staff

OKRs to enhance productivity of IT Service Desk Analysts and maintain SLAs

  • ObjectiveEnhance productivity of IT Service Desk Analysts and maintain SLAs
  • KRReduce weekly outstanding tickets by 20%
  • TaskIncrease feedback and training to improve first-call resolution rates
  • TaskPrioritize resolution of high-priority and oldest tickets first
  • TaskImplement an automated reminder system for unresolved tickets
  • KRDecrease the average ticket resolution time by 15%
  • TaskEstablish escalation protocols for complex tickets
  • TaskImplement advanced ticket resolution training for customer service staff
  • TaskInvest in technological software to automate ticket resolution
  • KRIncrease customer satisfaction rate to 90%
  • TaskEnhance customer service training for staff
  • TaskImplement customer feedback surveys to identify areas requiring improvement
  • TaskCreate effective customer loyalty programs

OKRs to enhance effectiveness of ITSM help desk operations

  • ObjectiveEnhance effectiveness of ITSM help desk operations
  • KRIncrease ticket resolution rate by 30%
  • TaskEmploy additional qualified customer service representatives
  • TaskStreamline ticket resolution process for efficiency
  • TaskImplement training sessions for enhanced customer service skills
  • KRImprove customer satisfaction score by 15%
  • TaskImplement comprehensive employee customer service training
  • TaskEnhance product or service quality based on reviews
  • TaskRegularly solicit customer feedback and make improvements
  • KRReduce average response time to within 2 hours
  • TaskAllocate more resources to customer service interactions
  • TaskTrain staff on speedy, effective response methods
  • TaskImplement a more efficient ticketing system

OKRs to streamline IT Service Desk for swifter resolution time

  • ObjectiveStreamline IT Service Desk for swifter resolution time
  • KREnhance self-service portal use by 50% to promote faster issue resolution
  • TaskImplement a feedback mechanism on portal usability
  • TaskLaunch a portal awareness campaign to increase visibility
  • TaskDevelop user-friendly navigation for efficient self-service usage
  • KRImplement a new training program to improve technical troubleshooting skills by 30%
  • TaskDevelop comprehensive, skills-focused training program
  • TaskIdentify key areas of technical troubleshooting needing improvement
  • TaskImplement training program and monitor progress
  • KRDecrease average ticket response time by 20%
  • TaskImplement a ticket prioritization system
  • TaskBoost staff levels during peak times
  • TaskTrain support team in effective time management

OKRs to enhance IT service delivery with 30% faster response time

  • ObjectiveImprove IT service delivery response time
  • KRImplement automation to decrease time spent on common IT tasks by 50%
  • TaskIdentify common IT tasks that can be automated
  • TaskResearch and select appropriate automation tools/software
  • TaskDevelop and test automation scripts for identified IT tasks
  • TaskImplement automation and monitor progress for effectiveness
  • KRReduce average response time to IT tickets by 30%
  • TaskImplement automated ticket routing based on issue type and urgency level
  • TaskProvide ongoing training for IT staff on efficient ticket resolution strategies
  • TaskRegularly review and optimize ticket resolution processes based on performance metrics
  • TaskEstablish a priority system based on business impact
  • KRTrain IT staff on new tools and processes to improve efficiency by 20%
  • KRIncrease the percentage of resolved tickets within SLA by 25%
  • TaskImprove ticket routing and escalation procedures
  • TaskIncrease training and support for agents
  • TaskReview and update SLA benchmarks regularly
  • TaskStreamline communication channels with customers

OKRs to enhance efficiency and speed of the help desk process

  • ObjectiveEnhance efficiency and speed of the help desk process
  • KRImplement a new help desk software to streamline ticket management
  • TaskTransition current tickets to new system
  • TaskResearch and select appropriate help desk software
  • TaskTrain support team on new software usage
  • KRTrain 75% of help desk staff in revised speed-focused procedures
  • TaskImplement staff training sessions on procedures
  • TaskDevelop revised speed-focused procedures
  • TaskIdentify 75% of help desk staff for training
  • KRDecrease average initial response time by 30%
  • TaskImplement streamlined customer service procedures
  • TaskRegularly monitor and evaluate response times
  • TaskTrain staff on efficient response techniques

It Service Desk OKR best practices

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.

Tip #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.

Tip #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.

Save hours with automated OKR dashboards

AI feedback for OKRs in Tability

Your quarterly OKRs should be tracked weekly if you want to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:

Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, you can move to Tability to save time with automated OKR dashboards, data connectors, and actionable insights.

How to get Tability dashboards:

That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.

More It Service Desk OKR templates

We have more templates to help you draft your team goals and OKRs.

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