5 customisable OKR examples for Service Desk Efficiency
What are Service Desk Efficiency 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.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We understand that setting OKRs can be challenging, so we have prepared a set of examples tailored for Service Desk Efficiency. Take a peek at the templates below to find inspiration and kickstart your goal-setting process.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Service Desk Efficiency 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 Service Desk Efficiency OKRs examples
We've added many examples of Service Desk Efficiency Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
1. OKRs to improve Service Desk's first contact resolution rate
Improve Service Desk's first contact resolution rate
Implement service desk software to reduce response time by 20%
Implement and monitor the software usage
Evaluate different service desk software options
Train the staff on the selected software
Increase staff training programs by 30% to enhance first contact issue resolution
Identify areas in current training needing improvement
Implement and evaluate these programs
Develop new training programs covering those areas
Improve feedback system to close 15% more cases on first contact
Conduct training on handling feedback efficiently for first-contact resolution
Implement a mandatory customer feedback feature on resolved cases
Optimize the case management system for faster closure based on feedback
2. OKRs to enhance efficiency in executing repetitive Service Desk tasks
Enhance efficiency in executing repetitive Service Desk tasks
Achieve 50% decrease in repeat task tickets through automated solutions
Implement automated solutions for these tasks
Identify tasks with the highest repetition rate
Monitor and adjust automation efficiency
Implement effective training program, improving task resolution rates by 25%
Identify areas needing improvement in current training program
Develop new targeted training materials and exercises
Track task resolution rates post-training to monitor improvements
Reduce average handling time for recurring issues by 30%
Implement efficient problem-solving templates for recurring issues
Provide comprehensive training to handle recurring issues quickly
Improve technology infrastructure for faster troubleshooting
3. OKRs to enhance effectiveness of ITSM help desk operations
Enhance effectiveness of ITSM help desk operations
Increase ticket resolution rate by 30%
Employ additional qualified customer service representatives
Streamline ticket resolution process for efficiency
Implement training sessions for enhanced customer service skills
Improve customer satisfaction score by 15%
Implement comprehensive employee customer service training
Enhance product or service quality based on reviews
Regularly solicit customer feedback and make improvements
Reduce average response time to within 2 hours
Allocate more resources to customer service interactions
Train staff on speedy, effective response methods
Implement a more efficient ticketing system
4. OKRs to enhance efficiency and speed of the help desk process
Enhance efficiency and speed of the help desk process
Implement a new help desk software to streamline ticket management
Transition current tickets to new system
Research and select appropriate help desk software
Train support team on new software usage
Train 75% of help desk staff in revised speed-focused procedures
Implement staff training sessions on procedures
Develop revised speed-focused procedures
Identify 75% of help desk staff for training
Decrease average initial response time by 30%
Implement streamlined customer service procedures
Regularly monitor and evaluate response times
Train staff on efficient response techniques
5. OKRs to boost efficiency and effectiveness of Prod Support/Service desk
Boost efficiency and effectiveness of Prod Support/Service desk
Implement a training program to enhance technical skills of support staff by 35%
Implement training program and monitor progress
Define key technical skills needing enhancement among support staff
Select or design a comprehensive training program
Reduce average ticket resolution time by 25%
Implement mandatory customer service efficiency training for all staff
Integrate AI-based automation tools in ticket resolution process
Streamline communication channels between departments
Increase customer satisfaction rates related to issue resolution by 15%
Implement weekly training on conflict resolution for customer service representatives
Regularly monitor and improve the issue resolution process
Develop an efficient, user-friendly online system for complaint submission
Service Desk Efficiency 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 Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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.
How to turn your Service Desk Efficiency OKRs in a strategy map
Quarterly OKRs should have weekly updates to get all the benefits from the 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
If 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 Service Desk Efficiency OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to strengthen collaboration and maximize the impact of public and private partnerships
OKRs to enhance expertise as a productive documentation specialist
OKRs to improve academic performance through effective learning strategies
OKRs to establish distinct service processes for every client
OKRs to enhance efficiency and effectiveness of internal communications
OKRs to attain the second Michelin star for the restaurant
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.