15 customisable OKR examples for It Service
What are It Service OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
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 It Service 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 It Service 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 It Service OKRs examples
You'll find below a list of Objectives and Key Results templates for It Service. 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 comprehensive inventory creation of Business-led IT services
Comprehensive inventory creation of Business-led IT services
Identify 100% of existing Business-led IT services for inclusion in the inventory
Integrate identified IT services into the inventory system
Conduct a comprehensive survey of all existing IT services
Categorize identified services based on business domain
Achieve a 95% accuracy rate in cataloguing these identified IT services
Train staff regularly on cataloguing best practices
Consistently review and correct catalogue entries
Implement detailed cataloguing standards and procedures
Implement an intuitive, user-friendly system to access the established inventory
Conduct frequent testing and subsequent iterations for system improvements
Develop system design with emphasis on user-friendly interface
Identify user needs and preferences for inventory system
2. OKRs to improve IT Service Management process efficiency and efficacy
Improve IT Service Management process efficiency and efficacy
Implement two new service improvement projects
Identify areas in the service sector that need improvement
Commence execution of the project plan steps
Develop detailed project plans for improvements
Achieve 95% service request satisfaction
Solicit and incorporate feedback from service users
Regularly train staff to improve quality of customer service
Implement a system for tracking and resolving requests efficiently
Reduce system-related incidents by 20%
Train staff on correct system usage
Implement regular system maintenance and upgrades
Enhance system security measures
3. OKRs to enhance communication and training for Business-led IT services
Enhance communication and training for Business-led IT services
Decrease IT related issues raised by employees by 30% following the training
Implement intensive and comprehensive IT training for all employees
Establish a solid IT support team for immediate troubleshooting
Conduct regular IT performance checks and updates
Increase employee trainee count by 40% in IT procedures and process
Allocate budget for training and development programs
Develop and implement strategic recruitment plans
Identify the need for additional IT trainees in the department
Improve post-training test scores by 25% to ensure comprehension and retention
Implement interactive learning activities during training
Offer one-on-one follow up coaching sessions
Develop comprehensive study guides for post-training review
4. OKRs to enhance satisfaction levels of IT Service Desk
Enhance satisfaction levels of IT Service Desk
Achieve a first-contact resolution rate of 80%
Develop an efficient customer complaint system
Regularly review and improve resolution strategies
Implement thorough training for customer service reps
Increase CSAT scores by 20%
Introduce rewards program for exceptional customer service
Improve customer service training programs for better service delivery
Implement customer feedback system to identify improvement areas
Reduce ticket resolution time by 15%
Assign dedicated teams to address frequent issues
Establish a knowledge base for common queries
Implement and train staff on a new ticket prioritization system
5. OKRs to enhance the efficiency and reliability of IT services
Enhance the efficiency and reliability of IT services
Decrease system downtime by 20%
Implement regular preventive maintenance on all system components
Establish robust disaster recovery and backup plans
Upgrade outdated hardware and software components
Implement proactive maintenance on 95% of servers
Assign a maintenance team to apply the protocol to identified servers
Identify all servers needing proactive maintenance
Develop and document a proactive maintenance protocol
Increase customer satisfaction scores by 15% via improved service delivery
Train staff in advanced customer service techniques
Implement a robust customer feedback system
Streamline service delivery for efficiency
6. OKRs to enhance productivity of IT Service Desk Analysts and maintain SLAs
Enhance productivity of IT Service Desk Analysts and maintain SLAs
Reduce weekly outstanding tickets by 20%
Increase feedback and training to improve first-call resolution rates
Prioritize resolution of high-priority and oldest tickets first
Implement an automated reminder system for unresolved tickets
Decrease the average ticket resolution time by 15%
Establish escalation protocols for complex tickets
Implement advanced ticket resolution training for customer service staff
Invest in technological software to automate ticket resolution
Increase customer satisfaction rate to 90%
Enhance customer service training for staff
Implement customer feedback surveys to identify areas requiring improvement
Create effective customer loyalty programs
7. OKRs to enhance the SLA adherence for IT tickets
Enhance the SLA adherence for IT tickets
Reduce IT ticket resolution time by 30%
Provide comprehensive training to IT support team
Develop a streamlined ticket prioritization process
Implement efficient IT incident management tools
Achieve a 90% customer satisfaction rate regarding ticket handling and resolution
Implement regular training sessions on customer communication for support staff
Develop a responsive and efficient ticket resolution system
Monitor and analyze customer feedback regularly
Implement a new ticket tracking system for improved process efficiency
Train employees on new system use
Evaluate potential ticket tracking systems
Select and purchase preferred system
Train all IT staff on SLA compliance and ticket handling best practices
Develop module on ticket handling best practices
Schedule comprehensive SLA compliance training for IT staff
Ensure periodic reinforcement training sessions
8. OKRs to enhance IT service delivery with 30% faster response time
Improve IT service delivery response time
Implement automation to decrease time spent on common IT tasks by 50%
Identify common IT tasks that can be automated
Research and select appropriate automation tools/software
Develop and test automation scripts for identified IT tasks
Implement automation and monitor progress for effectiveness
Reduce average response time to IT tickets by 30%
Implement automated ticket routing based on issue type and urgency level
Provide ongoing training for IT staff on efficient ticket resolution strategies
Regularly review and optimize ticket resolution processes based on performance metrics
Establish a priority system based on business impact
Train IT staff on new tools and processes to improve efficiency by 20%
Increase the percentage of resolved tickets within SLA by 25%
Improve ticket routing and escalation procedures
Increase training and support for agents
Review and update SLA benchmarks regularly
Streamline communication channels with customers
9. 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
10. OKRs to enhance effectiveness of ITSM help desk operations
Enhance effectiveness of ITSM help desk operations
Increase ticket resolution rate by 30%
Employ additional qualified customer service representatives
Streamline ticket resolution process for efficiency
Implement training sessions for enhanced customer service skills
Improve customer satisfaction score by 15%
Implement comprehensive employee customer service training
Enhance product or service quality based on reviews
Regularly solicit customer feedback and make improvements
Reduce average response time to within 2 hours
Allocate more resources to customer service interactions
Train staff on speedy, effective response methods
Implement a more efficient ticketing system
11. OKRs to streamline IT Service Desk for swifter resolution time
Streamline IT Service Desk for swifter resolution time
Enhance self-service portal use by 50% to promote faster issue resolution
Implement a feedback mechanism on portal usability
Launch a portal awareness campaign to increase visibility
Develop user-friendly navigation for efficient self-service usage
Implement a new training program to improve technical troubleshooting skills by 30%
Develop comprehensive, skills-focused training program
Identify key areas of technical troubleshooting needing improvement
Implement training program and monitor progress
Decrease average ticket response time by 20%
Implement a ticket prioritization system
Boost staff levels during peak times
Train support team in effective time management
12. OKRs to efficiently eliminate the existing datacenter to minimize costs
Efficiently eliminate the existing datacenter to minimize costs
Reduce data center infrastructure costs by 20% through efficient decommissioning
Identify underutilized or outdated equipment for decommissioning
Evaluate effectiveness of current data center infrastructure
Implement efficient decommissioning processes to reduce costs
Achieve 30% cost savings by transitioning to cloud-based services
Analyze cost comparison between current and cloud-based services
Develop and implement transition plan to cloud services
Identify potential cloud-based service providers
Train IT team to manage new services, increasing operational efficiency by 25%
Evaluate performance improvements post-training
Identify necessary training for IT team for new services
Schedule and conduct IT training sessions
13. OKRs to enhance IT stability in the DACH region through strategic global and local collaborations
Enhance IT stability in the DACH region through strategic global and local collaborations
Implement 2 new IT infrastructure projects successfully with minimized downtime
Implement projects during least busy hours to minimize disruption
Prioritize tasks, delegate accordingly, and monitor progress regularly
Identify required resources and create detailed project plans for each system
Secure 3 new strategic partnerships with reputable IT service providers by end of Q2
Finalize and formalize partnership agreements
Identify reputable IT service providers for potential partnership
Set up meetings to present partnership proposals
Achieve a 25% reduction in IT-related complaints/issues from regional stakeholders
Improve IT infrastructure for enhanced efficiency
Implement advanced IT troubleshooting training for staff
Establish effective communication channels for IT issues
14. OKRs to enhance customer service by reducing average response time
Enhance customer service by reducing average response time
Implement an automated response system to handle 35% of queries
Select suitable software for automated response system
Identify the most frequent queries for automation
Train staff on managing and updating the system
Decrease the average response time by 15%
Provide advanced training for customer service staff
Implement a streamlined process for responding to queries
Invest in quicker, more efficient customer service software
Train 70% of customer service staff in time-efficient response practices
Develop a time-efficient response training program
Implement the program and monitor progress
Identify 70% customer service staff for training
15. OKRs to efficiently manage and improve IT conference call operations
Efficiently manage and improve IT conference call operations
Conduct training sessions to enhance team's troubleshooting skills by 30%
Implement and monitor the training sessions regularly
Identify gaps in current troubleshooting abilities of team members
Develop a comprehensive training plan to address these gaps
Reduce technical issues during calls by 50% through system optimization
Identify common technical issues during calls
Implement and monitor the effectiveness of updates
Develop system updates to address these issues
Increase participant satisfaction rate to 95% based on post-call surveys
Design a regular review and improvement process
Train representatives in customer service excellence
Implement participant feedback from surveys
It Service 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 It Service OKRs in a strategy map
Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs 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 It Service OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to develop a flexible and innovative product roadmap
OKRs to launch a successful MVP
OKRs to secure new clientele from three distinct sectors
OKRs to cultivate an autonomous, entrepreneurial culture with quick decision-making
OKRs to develop expertise in a specific field
OKRs to achieve promotion to an executive position
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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