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.
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 improve IT service desk performance and customer satisfaction
- Improve IT service desk performance and customer satisfaction
- Achieve 90% customer satisfaction rating in user surveys
- Implement regular training for customer service team
- Develop customer-centric policies and strategies
- Establish a user feedback system post-service
- Increase first contact resolution rate to 80%
- Implement a robust knowledge management system
- Regularly monitor and analyze resolution metrics
- Train customer service team on effective problem-solving techniques
- Reduce average ticket resolution time by 20%
- Implement advanced ticket prioritization system
- Streamline communication processes within the team
- Provide comprehensive problem-solving training to staff
6. 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
7. 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
8. 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
9. 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
10. 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
11. 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
12. OKRs to increase overall sales productivity for our offshore IT services team
- Increase overall sales productivity for our offshore IT services team
- Achieve a 20% increase in quarterly revenue from offshore IT services
- Upsell enhanced IT services to existing offshore clients
- Implement targeted marketing strategies in offshore jurisdictions
- Streamline delivery process to boost operational efficiency
- Reduce the sales cycle duration by 15% for offshore IT services
- Implement streamlined communication systems for improved efficiency
- Provide sales team advanced negotiation training
- Close deal gaps with efficient project management strategies
- Close 5 new strategic B2B deals specifically for offshore IT services
- Identify and contact 10 potential B2B partners for offshore IT services
- Follow-up with potential partners to negotiate and close deals
- Prepare and deliver tailored presentations on our offshore IT services
13. OKRs to upgrade technology for improved service delivery
- Upgrade technology for improved service delivery
- Facilitate 100% access to necessary software and tools
- Purchase licenses and install prerequisite software
- Provide training for software utilization
- Identify necessary software and tools for all team members
- Improve customer satisfaction rate by 20% due to enhanced service capability
- Implement service upgrades across various touchpoints
- Train staff in advanced customer service techniques
- Collect, analyze, and respond to customer feedback
- Increase personnel's technical training participation by 50%
- Offer incentives for completed technical training programs
- Implement a mandatory technical training schedule for all personnel
- Introduce interactive, engaging technical training methods
14. 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
15. 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
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's audit dashboard will highlight opportunities to improve OKRsTip #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's check-ins will save you hours and increase transparencyTip #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.
Tability's Strategy Map makes it easy to see all your org's OKRsIf 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 implement Scrum and Agile training for the team
- OKRs to file patent for medical device and enhance prototype functionality
- OKRs to develop proficiency in TypeScript
- OKRs to enhance client satisfaction and increase revenue from corporate catering services
- OKRs to efficiently manage and optimize our team's budget performance
- OKRs to centralize prospecting features within a singular client intelligence hub
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
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.