10 customisable OKR examples for Service Desk Team
What are Service Desk 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.
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 Team. 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 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 Service Desk Team OKRs examples
We've added many examples of Service Desk Team 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 IT service desk performance and customer satisfaction
Improve IT service desk performance and customer satisfaction
Achieve 90% customer satisfaction rating in user surveys
Implement regular training for customer service team- Develop customer-centric policies and strategies
- Establish a user feedback system post-service
- Increase first contact resolution rate to 80%
- Implement a robust knowledge management system
- Regularly monitor and analyze resolution metrics
- Train customer service team on effective problem-solving techniques
- Reduce average ticket resolution time by 20%
- Implement advanced ticket prioritization system
- Streamline communication processes within the team
- Provide comprehensive problem-solving training to staff
2. OKRs to enhance satisfaction levels of IT Service Desk
- Enhance satisfaction levels of IT Service Desk
- Achieve a first-contact resolution rate of 80%
- Develop an efficient customer complaint system
- Regularly review and improve resolution strategies
- Implement thorough training for customer service reps
- Increase CSAT scores by 20%
- Introduce rewards program for exceptional customer service
- Improve customer service training programs for better service delivery
- Implement customer feedback system to identify improvement areas
- Reduce ticket resolution time by 15%
- Assign dedicated teams to address frequent issues
- Establish a knowledge base for common queries
- Implement and train staff on a new ticket prioritization system
3. 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
4. OKRs to enhance productivity of IT Service Desk Analysts and maintain SLAs
- Enhance productivity of IT Service Desk Analysts and maintain SLAs
- Reduce weekly outstanding tickets by 20%
- Increase feedback and training to improve first-call resolution rates
- Prioritize resolution of high-priority and oldest tickets first
- Implement an automated reminder system for unresolved tickets
- Decrease the average ticket resolution time by 15%
- Establish escalation protocols for complex tickets
- Implement advanced ticket resolution training for customer service staff
- Invest in technological software to automate ticket resolution
- Increase customer satisfaction rate to 90%
- Enhance customer service training for staff
- Implement customer feedback surveys to identify areas requiring improvement
- Create effective customer loyalty programs
5. 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
6. 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
7. 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
8. OKRs to streamline IT Service Desk for swifter resolution time
- Streamline IT Service Desk for swifter resolution time
- Enhance self-service portal use by 50% to promote faster issue resolution
- Implement a feedback mechanism on portal usability
- Launch a portal awareness campaign to increase visibility
- Develop user-friendly navigation for efficient self-service usage
- Implement a new training program to improve technical troubleshooting skills by 30%
- Develop comprehensive, skills-focused training program
- Identify key areas of technical troubleshooting needing improvement
- Implement training program and monitor progress
- Decrease average ticket response time by 20%
- Implement a ticket prioritization system
- Boost staff levels during peak times
- Train support team in effective time management
9. OKRs to enhance IT service delivery with 30% faster response time
- Improve IT service delivery response time
- Implement automation to decrease time spent on common IT tasks by 50%
- Identify common IT tasks that can be automated
- Research and select appropriate automation tools/software
- Develop and test automation scripts for identified IT tasks
- Implement automation and monitor progress for effectiveness
- Reduce average response time to IT tickets by 30%
- Implement automated ticket routing based on issue type and urgency level
- Provide ongoing training for IT staff on efficient ticket resolution strategies
- Regularly review and optimize ticket resolution processes based on performance metrics
- Establish a priority system based on business impact
- Train IT staff on new tools and processes to improve efficiency by 20%
- Increase the percentage of resolved tickets within SLA by 25%
- Improve ticket routing and escalation procedures
- Increase training and support for agents
- Review and update SLA benchmarks regularly
- Streamline communication channels with customers
10. OKRs to optimized management of Service and Admin accounts lifecycle
- Optimized management of Service and Admin accounts lifecycle
- Reduce lifecycle management related incidences by 50% in the next quarter
- Increase regular audits of lifecycle management system
- Streamline lifecycle management processes with automated tools
- Implement comprehensive incident management training for all staff
- Achieve 90% user satisfaction in managing their accounts on new automated system
- Implement changes based on client feedback surveys
- Increase system's usability via regular user-experience reviews
- Provide efficient, easily accessible help-desk support
- Implement a 100% automated process for creating accounts by the end of quarter
- Train staff on the new process
- Identify software for automating account creation
- Test and refine automated process system
Service Desk 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 Service Desk Team OKRs in a strategy map
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 Service Desk Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance the quality and comprehensibility of technical documentation
- OKRs to strengthen customer engagement through effective communication
- OKRs to secure a new project contract with a new client
- OKRs to maximize perceived value across all customer profiles
- OKRs to enhance skillset of 40% of the teams
- OKRs to successfully transition to platform x with an upgraded redemption flow
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.