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9 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

How to create great OKRs for any scenario in seconds

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.

How to improve existing OKRs with AI feedback

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"
AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

Tability 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.

Using the free OKR generator to get a quick template

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.

Our 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!

1OKRs to improve quality of incident resolution by the resolver team

  • ObjectiveImprove quality of incident resolution by the resolver team
  • KRReduce incident recurrence rate by 20% through enhanced problem management
  • TaskImplement thorough incident tracking and analysis procedures
  • TaskEnhance proactive incident prevention measures
  • TaskDevelop and provide advanced problem-solving training
  • KRDecrease average resolution time per incident by 25% by refining processes
  • TaskEstablish strict guidelines for incident resolution
  • TaskTrain staff in efficient problem-solving techniques
  • TaskImplement a proficient incident management system
  • KRIncrease first-time resolution rate by 15% by enabling advanced troubleshooting training
  • TaskDevelop comprehensive advanced troubleshooting training program
  • TaskMonitor and evaluate training effectiveness regularly
  • TaskImplement mandatory training for all technicians
Tability

2OKRs to enhance incident resolution quality by minimizing issue recurrence

  • ObjectiveEnhance incident resolution quality by minimizing issue recurrence
  • KRDecrease average incident resolution time by 15%
  • TaskStreamline communication processes between teams
  • TaskImplement incident management training for all team members
  • TaskOptimize workflows via automation tools
  • KRIncrease resolver team's satisfaction score by 20%
  • TaskProvide regular training sessions to enhance skills
  • TaskImplement a rewarding system for well-performing team members
  • TaskImprove communication channels for better collaboration
  • KRReduce incident reoccurrence rate by 30%
  • TaskEnhance existing incident response procedures
  • TaskImplement rigorous post-incident reviews to identify causes
  • TaskIncrease staff training in incident prevention strategies

3OKRs to enhance the resolver team's incident resolution quality

  • ObjectiveEnhance the resolver team's incident resolution quality
  • KRImplement a new resolution process and train 100% of the team
  • TaskDevelop effective training materials for the process
  • TaskTrain entire team on new process
  • TaskDesign a comprehensive new resolution process
  • KRAchieve a 20% increase in satisfactory resolution reports from affected teams
  • TaskPeriodically evaluate and improve resolution strategies
  • TaskImprove communication channels within affected teams
  • TaskImplement regular training programs on problem resolution
  • KRReduce incident recurrence rate by 25%
  • TaskTrain employees on incident prevention measures
  • TaskProvide proactive maintenance on all operating equipment
  • TaskImplement a comprehensive incident tracking system

4OKRs to enhance incident ticket resolution and management

  • ObjectiveEnhance incident ticket resolution and management
  • KRImplement a system to categorize and prioritize incidents for faster resolution
  • TaskImplement the system and train team on proper usage
  • TaskDevelop a categorization and prioritization system
  • TaskIdentify different categories and priority levels for incidents
  • KRIncrease first call resolution rate to 80% from the current figure
  • TaskImplement customer service training emphasizing first call resolutions
  • TaskRegularly monitor and evaluate agent performance
  • TaskReview and update relevant call scripts and procedures
  • KRReduce average ticket resolution time by 30%
  • TaskSet key performance indicators for resolution times
  • TaskTrain staff in advanced problem-solving
  • TaskImplement a more efficient ticket prioritization system

5OKRs to enhance resolution efficacy of the resolver team

  • ObjectiveEnhance resolution efficacy of the resolver team
  • KRDecrease average resolution time of incidents by 15%
  • TaskTrain support team on more efficient troubleshooting techniques
  • TaskReview and streamline current incident resolution processes
  • TaskImplement a prioritizing system for tech-support tickets
  • KRIncrease resolution rate of high-priority incidents by 20%
  • TaskProvide additional training for Incident Response Team
  • TaskStreamline process for handling high-priority incidents
  • TaskEstablish strict performance metrics and monitoring
  • KRImplement training program to reduce incident escalation occurrences by 10%
  • TaskDevelop training modules focusing on de-escalation methods
  • TaskSchedule and conduct training sessions for staff
  • TaskAssess current trends in incident escalation occurrences

6OKRs to enhance incident management and outage call bridge creation processes

  • ObjectiveEnhance incident management and outage call bridge creation processes
  • KRLaunch and manage 100% of outage call bridges within 15 minutes of detection
  • TaskDevelop a reliable system for immediate detection of outages
  • TaskMonitor call bridges for rapid and efficient handling
  • TaskTrain staff in launching call bridges promptly
  • KRReduce average major incident resolution time by 15%
  • TaskImplement advanced ticketing system for quicker incident identification
  • TaskEnhance staff training on major incident resolution
  • TaskStreamline communication processes during incidents
  • KRImprove team response rate to major incidents by 20%
  • TaskMonitor and optimize response protocols regularly
  • TaskConduct regular emergency response training sessions
  • TaskImplement swift communication via dedicated incident response platform

7OKRs to decrease the Mean Time to Resolution (MTTR) for all incidents

  • ObjectiveDecrease the Mean Time to Resolution (MTTR) for all incidents
  • KRImprove technical skills, aiming for 15% faster handling of subsequent incidents
  • TaskPractice problem-solving using tech simulations
  • TaskEnroll in technical skill-enhancing workshops/courses
  • TaskRead, study and apply latest tech manuals/guides
  • KRCut the average initial response time by 20%
  • TaskAutomate initial responses with a well-structured bot
  • TaskProvide quick response training to customer service teams
  • TaskImplement 24/7 customer support service
  • KRImplement a system that ensures 90% of incidents are first-time fixes
  • TaskDevelop a robust incident reporting protocol
  • TaskTrain team on comprehensive problem-solving techniques
  • TaskIncorporate quality assurance check within the process

8OKRs to enhance efficiency and effectiveness of incident management

  • ObjectiveEnhance efficiency and effectiveness of incident management
  • KRImplement staff training for incident resolution, achieving a 90% completion rate
  • TaskIdentify necessary skills for incident resolution
  • TaskMonitor and track staff completion rates
  • TaskDevelop a comprehensive training module
  • KRIncrease the rate of successful incident closures by 40%
  • TaskIncorporate technology solutions for incident tracking
  • TaskImplement robust training programs for incident response teams
  • TaskEnhance incident management processes for efficiency
  • KRReduce incident response time by 35%
  • TaskDefine standard incident response protocols
  • TaskConduct regular response time training simulations
  • TaskImplement efficient incident management software
Tability

9OKRs to improve MTTR efficiency to enhance customer satisfaction

  • ObjectiveImprove MTTR efficiency to enhance customer satisfaction
  • KRImplement automation tools to decrease manual intervention in incident resolution by 20%
  • TaskMonitor and measure the effectiveness of automation tools in reducing manual intervention
  • TaskDetermine specific incidents that can be resolved through automation
  • TaskConduct a thorough evaluation of available automation tools for incident resolution
  • TaskImplement selected automation tools into incident resolution processes
  • KRIncrease first-call resolution rate by 10% through improved troubleshooting techniques
  • TaskDevelop a standardized troubleshooting checklist and documentation process
  • TaskEncourage knowledge sharing and collaboration among support team members to enhance troubleshooting efficiency
  • TaskConduct regular performance evaluations to identify areas for improvement in troubleshooting skills
  • TaskImplement comprehensive training program for troubleshooting techniques
  • KRProvide comprehensive training to support team to enhance technical capabilities and problem-solving skills
  • TaskOrganize team-building activities to foster collaboration and enhance problem-solving through group participation
  • TaskOffer online training resources and modules for the support team to enhance their technical skills
  • TaskConduct technical workshops to strengthen the support team's knowledge and proficiency
  • TaskImplement regular problem-solving exercises to improve the team's critical thinking abilities
  • KRReduce average incident response time by 15% through process improvement

Incident Resolution 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

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.

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.

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 Incident Resolution OKRs

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 TabilityTability's Strategy Map makes it easy to see all your org's OKRs

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.