OKR template to enhance IT infrastructure and optimize helpdesk processes for improved efficiency

public-lib · Published 10 months ago

This OKR aims to enhance IT infrastructure and optimize helpdesk processes to improve overall service efficiency. This will be achieved through an increase in automation, consistent customer feedback analysis, and a focus on staff training. With these initiatives in place, customer satisfaction and system availability are expected to rise, while resolution times decrease.

Customer feedback and satisfaction will play a significant role in shaping the helpdesk process by determining the necessary self-service options. Through continuous monitoring and needs assessment, self-service functionalities can be expanded and enhanced, aiming to boost customer satisfaction by 15%.

Emphasizing IT Security is another objective of this OKR. Through regular audits, consistent follow-ups on non-compliance issues, and continuous employee training, IT security protocol compliance is projected to reach at least 90%. This will not only strengthen the security framework but also contribute to a more efficient IT operation.

Lastly, investing in infrastructure upgrades and proactive maintenance is set to increase system availability by 10%. A thorough infrastructure assessment will help identify areas of potential upgrades, while a proactive maintenance plan will prevent system failures, ensuring smooth and uninterrupted service.
  • ObjectiveEnhance IT infrastructure and optimize helpdesk processes for improved efficiency
  • Key ResultIncrease customer satisfaction rating by 15% by implementing enhanced self-service options
  • TaskMonitor customer satisfaction rating to measure the impact of enhanced self-service options
  • TaskConduct customer research to gather feedback and identify desired self-service features
  • TaskImplement new self-service features based on customer feedback and identified areas of improvement
  • TaskEvaluate current self-service options and identify potential areas of improvement
  • Key ResultAchieve at least 90% compliance with IT security protocols through regular audits and training
  • TaskConduct quarterly audits to assess compliance with IT security protocols
  • TaskAddress any identified non-compliance issues promptly and provide appropriate corrective actions
  • TaskProvide continuous monitoring and feedback to ensure adherence to IT security protocols
  • TaskDevelop and implement regular training programs to educate employees on IT security protocols
  • Key ResultReduce average resolution time by 20% through streamlined helpdesk workflows
  • TaskAnalyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
  • TaskConduct regular training sessions for helpdesk staff to improve technical skills and efficiency
  • TaskImplement automated ticket routing system to assign tickets to appropriate support agents
  • TaskDevelop standardized troubleshooting guides and knowledge base articles for common issues
  • Key ResultImprove system availability by 10% through infrastructure upgrades and proactive maintenance
  • TaskDevelop and implement a proactive maintenance plan to prevent potential system failures
  • TaskImplement necessary infrastructure upgrades based on the assessment findings
  • TaskMonitor and analyze system performance regularly to identify any potential issues in advance
  • TaskConduct a thorough infrastructure assessment to identify potential areas for upgrade
Try in Tability
Turn OKRs into a Strategy Map

Related OKRs examples