5 customisable OKR examples for Incident Resolution
What are Incident Resolution OKRs?
The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.
Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.
We've tailored a list of OKRs examples for Incident Resolution to help you. You can look at any of the templates below to get some inspiration for your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Building your own Incident Resolution 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.
Feel free to explore our tools:
- Use our free OKR generator
- Use Tability, a complete platform to set and track OKRs and initiatives, including a GPT-4 powered goal generator
Our customisable Incident Resolution OKRs examples
You'll find below a list of Objectives and Key Results templates for Incident Resolution. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
1. OKRs to enhance incident ticket resolution and management
Enhance incident ticket resolution and management
Implement 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
Increase 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
Reduce 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
2. OKRs to enhance incident management and outage call bridge creation processes
Enhance incident management and outage call bridge creation processes
Launch and manage 100% of outage call bridges within 15 minutes of detection
Develop a reliable system for immediate detection of outages
Monitor call bridges for rapid and efficient handling
Train staff in launching call bridges promptly
Reduce average major incident resolution time by 15%
Implement advanced ticketing system for quicker incident identification
Enhance staff training on major incident resolution
Streamline communication processes during incidents
Improve team response rate to major incidents by 20%
Monitor and optimize response protocols regularly
Conduct regular emergency response training sessions
Implement swift communication via dedicated incident response platform
3. OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents
Decrease the Mean Time to Resolution (MTTR) for all incidents
Improve technical skills, aiming for 15% faster handling of subsequent incidents
Practice problem-solving using tech simulations
Enroll in technical skill-enhancing workshops/courses
Read, study and apply latest tech manuals/guides
Cut the average initial response time by 20%
Automate initial responses with a well-structured bot
Provide quick response training to customer service teams
Implement 24/7 customer support service
Implement a system that ensures 90% of incidents are first-time fixes
Develop a robust incident reporting protocol
Train team on comprehensive problem-solving techniques
Incorporate quality assurance check within the process
4. OKRs to enhance efficiency and effectiveness of incident management
Enhance efficiency and effectiveness of incident management
Implement staff training for incident resolution, achieving a 90% completion rate
Identify necessary skills for incident resolution
Monitor and track staff completion rates
Develop a comprehensive training module
Increase the rate of successful incident closures by 40%
Incorporate technology solutions for incident tracking
Implement robust training programs for incident response teams
Enhance incident management processes for efficiency
Reduce incident response time by 35%
Define standard incident response protocols
Conduct regular response time training simulations
Implement efficient incident management software
5. OKRs to improve MTTR efficiency to enhance customer satisfaction
Improve MTTR efficiency to enhance customer satisfaction
Implement automation tools to decrease manual intervention in incident resolution by 20%
Monitor and measure the effectiveness of automation tools in reducing manual intervention
Determine specific incidents that can be resolved through automation
Conduct a thorough evaluation of available automation tools for incident resolution
Implement selected automation tools into incident resolution processes
Increase first-call resolution rate by 10% through improved troubleshooting techniques
Develop a standardized troubleshooting checklist and documentation process
Encourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
Conduct regular performance evaluations to identify areas for improvement in troubleshooting skills
Implement comprehensive training program for troubleshooting techniques
Provide comprehensive training to support team to enhance technical capabilities and problem-solving skills
Organize team-building activities to foster collaboration and enhance problem-solving through group participation
Offer online training resources and modules for the support team to enhance their technical skills
Conduct technical workshops to strengthen the support team's knowledge and proficiency
Implement regular problem-solving exercises to improve the team's critical thinking abilities
Reduce average incident response time by 15% through process improvement
Incident Resolution 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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 Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
Tip #2: Commit to weekly OKR check-ins
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
Being able to see trends for your key results will also keep yourself honest.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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 turn your Incident Resolution OKRs in a strategy map
OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full 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.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
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 Incident Resolution OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to drive Agile and Scrum adoption across teams
OKRs to ensure compliance and adaptability of Finance department for long-term success
OKRs to minimize overdue 90-day balances
OKRs to streamline financial application processes through process orchestration
OKRs to integrate Generative AI across the entire product lineup
OKRs to boost employee advocacy members' posts frequency
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
Create more examples in our app
You can use Tability to create OKRs with AI – and keep yourself accountable 👀
Tability is a unique goal-tracking platform built to save hours at work and help teams stay on top of their goals.
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