What are Service Management 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 Management 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.
How to write your own Service Management Team OKRs
Option 1. Turn ideas into OKRs with Tability AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability 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.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Service Management Team OKRs examples
We've added many examples of Service Management 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!
OKRs to enhance Product Service Management Efficiency
ObjectiveEnhance Product Service Management Efficiency
KRIncrease product service team training sessions by 50%
Schedule additional training sessions accordingly- Identify current number of weekly training sessions
- Calculate necessary increase to achieve 50% rise
- KRImplement new software to decrease customer response time by 20%
- Purchase, install, and configure the identified software
- Identify software capable of enhancing customer service response speed
- Train customer service representatives on new software usage
- KRImprove customer satisfaction rate on product services by 30%
- Update and upgrade product based on customer feedback
- Establish a fast and effective complaint resolution procedure
- Implement regular training programs for customer service staff
OKRs to implement service management for new work stream
- ObjectiveImplement service management for new work stream
- KRIdentify and train a dedicated service management team by week 4
- Begin team training by week 4
- Develop a comprehensive training plan for newly hired team
- Hire service management professionals suitable for the team
- KRAchieve 95% satisfaction rate in client feedback for the new service management operation by week 12
- Solicit, analyze, and apply client feedback weekly
- Implement thorough employee training on service management
- Regularly assess and adjust client-communication strategies
- KRDevelop and implement a comprehensive service management plan by week 8
- Draft comprehensive service management plan
- Identify current service management gaps
- Implement plan by week 8
OKRs to enhance incident ticket resolution and management
- ObjectiveEnhance incident ticket resolution and management
- KRImplement 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
- KRIncrease 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
- KRReduce 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
OKRs to improve efficiency in client and team management
- ObjectiveImprove efficiency in client and team management
- KRIncrease client satisfaction by 10% as evidenced by quarterly survey responses
- Implement regular client follow-ups to address potential issues
- Evaluate and streamline communication processes for client efficiency
- Provide staff with customer service training to improve interactions
- KREnhance team output by 15% through implementation of structured weekly check-ins
- Train team on effective check-in strategies
- Monitor and measure output increase weekly
- Establish a weekly check-ins system for the team
- KRAchieve a 20% decrease in resolution time for client-reported software issues
- Provide ongoing technical training for the customer service team
- Establish a priority-based resolution system
- Implement more efficient issue-tracking software
OKRs to successful transition from Service Delivery Manager to Product Manager
- ObjectiveSuccessful transition from Service Delivery Manager to Product Manager
- KRDevelop and present a new product idea or actionable improvement to the team
- Conduct thorough market research and analyze potential customer needs
- Prepare and deliver a persuasive presentation to the team
- Develop a comprehensive product concept or improvement proposal
- KRGain foundational knowledge completing a Product Management certification by quarter-end
- Schedule study sessions to complete coursework
- Enroll in chosen Product Management course
- Research suitable Product Management certification programs
- KRShadow experienced product managers and attend at least 20 hours of PM meetings
- Schedule time blocks to observe PM meetings
- Attend minimum 20 hours of PM meetings
- Identify experienced product managers to shadow
OKRs to boost Customer Satisfaction to 95% Positive Feedback
- ObjectiveBoost Customer Satisfaction to 95% Positive Feedback
- KRIncrease response rate on customer satisfaction surveys by 30%
- Offer incentives for completed surveys
- Improve survey design for clarity and conciseness
- Implement follow-up reminders for surveys
- KREnsure less than 3% complaint cases escalate to senior management
- Provide comprehensive staff training sessions
- Regularly review and improve complaint processing system
- Implement effective initial complaint handling procedures
- KRImplement solutions addressing top 3 customer issues identified from feedback
- Analyze customer feedback to identify top three recurring issues
- Implement these solutions and notify customers about the improvements
- Develop targeted solutions for these top issues
OKRs to increase overall sales productivity for our offshore IT services team
- ObjectiveIncrease overall sales productivity for our offshore IT services team
- KRAchieve a 20% increase in quarterly revenue from offshore IT services
- Upsell enhanced IT services to existing offshore clients
- Implement targeted marketing strategies in offshore jurisdictions
- Streamline delivery process to boost operational efficiency
- KRReduce the sales cycle duration by 15% for offshore IT services
- Implement streamlined communication systems for improved efficiency
- Provide sales team advanced negotiation training
- Close deal gaps with efficient project management strategies
- KRClose 5 new strategic B2B deals specifically for offshore IT services
- Identify and contact 10 potential B2B partners for offshore IT services
- Follow-up with potential partners to negotiate and close deals
- Prepare and deliver tailored presentations on our offshore IT services
OKRs to improve IT Service Management process efficiency and efficacy
- ObjectiveImprove IT Service Management process efficiency and efficacy
- KRImplement two new service improvement projects
- Identify areas in the service sector that need improvement
- Commence execution of the project plan steps
- Develop detailed project plans for improvements
- KRAchieve 95% service request satisfaction
- Solicit and incorporate feedback from service users
- Regularly train staff to improve quality of customer service
- Implement a system for tracking and resolving requests efficiently
- KRReduce system-related incidents by 20%
- Train staff on correct system usage
- Implement regular system maintenance and upgrades
- Enhance system security measures
OKRs to enhance satisfaction of wealth management clients
- ObjectiveEnhance satisfaction of wealth management clients
- KRIncrease client satisfaction scores by 20% through improved personalization
- Regularly seek client feedback for service improvements
- Train staff for personalized customer interactions
- Implement customer relationship management software for tailored services
- KRDecrease client complaint rates by 15% via proactive communication
- Implement regular updates on service improvements to all clients
- Establish a client feedback system for early issue detection
- Train staff on proactive communication strategies
- KRLaunch 2 new features in the client portal based on client feedback analysis
- Implement new features in the client portal
- Develop and test the new features
- Identify desired features from client feedback analysis
OKRs to enhance the efficiency of our matured agile team
- ObjectiveEnhance the efficiency of our matured agile team
- KRReduce backlog items by 20%
- Implement additional resources towards tackling backlog
- Review and improve current work processes
- Prioritize backlog based on urgency and importance
- KRImprove team satisfaction score by 10 points through regular feedback and coaching
- Implement weekly feedback sessions within the team
- Encourage peer-to-peer feedback exchange
- Develop a coaching program for underperformers
- KRIncrease sprint completion rate by 15%
- Enhance periodic sprint retrospectives for better insights
- Implement strict time management and planning processes
- Improve team communication, coordination, and collaboration
Service Management Team 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.
How to track your Service Management Team OKRs
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
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
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 Management Team OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to streamline service offering assistance process
- OKRs to enhance transparency and accessibility of my calendar
- OKRs to effective implementation of DevSecOps in the team
- OKRs to successfully optimize a contract operations project
- OKRs to improve employee engagement by increasing satisfaction by 10%
- OKRs to enhance disaster resilience of councils through resource delivery