A starting point for clearer priorities and measurable progress. Make the targets your own.
Suggested timeframe: Set with your team1 objective · 4 key results
YOUR STARTING POINTTeam OKRs
OBJECTIVE
Enhance the SLA adherence for IT tickets
KR 1
Reduce IT ticket resolution time by 30%
KR 2
Achieve a 90% customer satisfaction rate regarding ticket handling and resolution
KR 3
Implement a new ticket tracking system for improved process efficiency
KR 4
Train all IT staff on SLA compliance and ticket handling best practices
Ideas to get you moving
Provide comprehensive training to IT support team
Develop a streamlined ticket prioritization process
Implement efficient IT incident management tools
Implement regular training sessions on customer communication for support staff
Develop a responsive and efficient ticket resolution system
Monitor and analyze customer feedback regularly
Train employees on new system use
Evaluate potential ticket tracking systems
Select and purchase preferred system
Develop module on ticket handling best practices
Schedule comprehensive SLA compliance training for IT staff
Ensure periodic reinforcement training sessions
Example targets. Adapt to your baseline before you start.
About this template
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.
Make it work for your team
01
Set your baseline. Check where you are today, then choose targets that stretch your team.
02
Agree on ownership. Give each key result a clear owner and a source of data.
03
Check in every week. Review the numbers, share confidence, and decide what needs attention.
Get this template as YAML
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---
title: Enhance the SLA adherence for IT tickets
objectives:
- title: Enhance the SLA adherence for IT tickets
outcomes:
- title: Reduce IT ticket resolution time by 30%
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Provide comprehensive training to IT support team
- title: Develop a streamlined ticket prioritization process
- title: Implement efficient IT incident management tools
- title: Achieve a 90% customer satisfaction rate regarding ticket handling and
resolution
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Implement regular training sessions on customer communication for support
staff
- title: Develop a responsive and efficient ticket resolution system
- title: Monitor and analyze customer feedback regularly
- title: Implement a new ticket tracking system for improved process efficiency
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Train employees on new system use
- title: Evaluate potential ticket tracking systems
- title: Select and purchase preferred system
- title: Train all IT staff on SLA compliance and ticket handling best practices
from: 0.0
to: 100.0
score_format: _number_%
initiatives:
- title: Develop module on ticket handling best practices
- title: Schedule comprehensive SLA compliance training for IT staff
- title: Ensure periodic reinforcement training sessions
Team OKR example
Suggested timeframe: Set with your team
1 objective · 4 key results
Example targets. Adapt to your baseline before you start.