OKR template to enhance the SLA adherence for IT tickets
This OKR aims to enhance the SLA adherence for IT tickets, with a focus on reducing the resolution time by 30%. This goal will be achieved through initiatives such as providing comprehensive training to IT support team, developing a streamlined ticket prioritization process, and implementing efficient IT incident management tools.
A secondary objective is to achieve a 90% customer satisfaction rate for ticket handling and resolution. This includes implementing regular training sessions on customer communication for support staff, developing a responsive and efficient ticket resolution system, and regularly monitoring and analyzing customer feedback.
Another noteworthy objective is the implementation of a new ticket tracking system for improved process efficiency. Training employees on utilizing this new system, evaluating potential ticket tracking systems, and selecting the preferred system are essential steps towards achieving this goal.
The final objective is to train all IT staff on SLA compliance and ticket handling best practices. This entails developing a module on ticket handling best practices, scheduling comprehensive SLA compliance training for IT staff, and ensuring periodic reinforcement training sessions.
A secondary objective is to achieve a 90% customer satisfaction rate for ticket handling and resolution. This includes implementing regular training sessions on customer communication for support staff, developing a responsive and efficient ticket resolution system, and regularly monitoring and analyzing customer feedback.
Another noteworthy objective is the implementation of a new ticket tracking system for improved process efficiency. Training employees on utilizing this new system, evaluating potential ticket tracking systems, and selecting the preferred system are essential steps towards achieving this goal.
The final objective is to train all IT staff on SLA compliance and ticket handling best practices. This entails developing a module on ticket handling best practices, scheduling comprehensive SLA compliance training for IT staff, and ensuring periodic reinforcement training sessions.
Enhance the SLA adherence for IT tickets
Reduce IT ticket resolution time by 30%
Provide comprehensive training to IT support team- Develop a streamlined ticket prioritization process
- Implement efficient IT incident management tools
- Achieve a 90% customer satisfaction rate regarding ticket handling and resolution
- Implement regular training sessions on customer communication for support staff
- Develop a responsive and efficient ticket resolution system
- Monitor and analyze customer feedback regularly
- Implement a new ticket tracking system for improved process efficiency
- Train employees on new system use
- Evaluate potential ticket tracking systems
- Select and purchase preferred system
- Train all IT staff on SLA compliance and ticket handling best practices
- Develop module on ticket handling best practices
- Schedule comprehensive SLA compliance training for IT staff
- Ensure periodic reinforcement training sessions
