3 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:

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. OKR to decrease the Mean Time to Resolution (MTTR) for all incidents

  • ObjectiveDecrease the Mean Time to Resolution (MTTR) for all incidents
  • Key ResultImprove 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
  • Key ResultCut 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
  • Key ResultImplement 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

2. OKR to enhance efficiency and effectiveness of incident management

  • ObjectiveEnhance efficiency and effectiveness of incident management
  • Key ResultImplement 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
  • Key ResultIncrease 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
  • Key ResultReduce incident response time by 35%
  • TaskDefine standard incident response protocols
  • TaskConduct regular response time training simulations
  • TaskImplement efficient incident management software

3. OKR to improve MTTR efficiency to enhance customer satisfaction

  • ObjectiveImprove MTTR efficiency to enhance customer satisfaction
  • Key ResultImplement 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
  • Key ResultIncrease 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
  • Key ResultProvide 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
  • Key ResultReduce average incident response time by 15% through process improvement

Best practices for managing your Incident Resolution OKRs

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 πŸ‘‡

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 DashboardTability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to the weekly 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 DashboardTability's check-ins will save you hours and increase transparency

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.

Best way 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.

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

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