15 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:

Our 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!

OKRs to comprehensive inventory creation of Business-led IT services

  • ObjectiveComprehensive inventory creation of Business-led IT services
  • Key ResultIdentify 100% of existing Business-led IT services for inclusion in the inventory
  • TaskIntegrate identified IT services into the inventory system
  • TaskConduct a comprehensive survey of all existing IT services
  • TaskCategorize identified services based on business domain
  • Key ResultAchieve a 95% accuracy rate in cataloguing these identified IT services
  • TaskTrain staff regularly on cataloguing best practices
  • TaskConsistently review and correct catalogue entries
  • TaskImplement detailed cataloguing standards and procedures
  • Key ResultImplement an intuitive, user-friendly system to access the established inventory
  • TaskConduct frequent testing and subsequent iterations for system improvements
  • TaskDevelop system design with emphasis on user-friendly interface
  • TaskIdentify user needs and preferences for inventory system

OKRs to improve IT Service Management process efficiency and efficacy

  • ObjectiveImprove IT Service Management process efficiency and efficacy
  • Key ResultImplement two new service improvement projects
  • TaskIdentify areas in the service sector that need improvement
  • TaskCommence execution of the project plan steps
  • TaskDevelop detailed project plans for improvements
  • Key ResultAchieve 95% service request satisfaction
  • TaskSolicit and incorporate feedback from service users
  • TaskRegularly train staff to improve quality of customer service
  • TaskImplement a system for tracking and resolving requests efficiently
  • Key ResultReduce system-related incidents by 20%
  • TaskTrain staff on correct system usage
  • TaskImplement regular system maintenance and upgrades
  • TaskEnhance system security measures

OKRs to enhance communication and training for Business-led IT services

  • ObjectiveEnhance communication and training for Business-led IT services
  • Key ResultDecrease IT related issues raised by employees by 30% following the training
  • TaskImplement intensive and comprehensive IT training for all employees
  • TaskEstablish a solid IT support team for immediate troubleshooting
  • TaskConduct regular IT performance checks and updates
  • Key ResultIncrease employee trainee count by 40% in IT procedures and process
  • TaskAllocate budget for training and development programs
  • TaskDevelop and implement strategic recruitment plans
  • TaskIdentify the need for additional IT trainees in the department
  • Key ResultImprove post-training test scores by 25% to ensure comprehension and retention
  • TaskImplement interactive learning activities during training
  • TaskOffer one-on-one follow up coaching sessions
  • TaskDevelop comprehensive study guides for post-training review

OKRs to enhance satisfaction levels of IT Service Desk

  • ObjectiveEnhance satisfaction levels of IT Service Desk
  • Key ResultAchieve a first-contact resolution rate of 80%
  • TaskDevelop an efficient customer complaint system
  • TaskRegularly review and improve resolution strategies
  • TaskImplement thorough training for customer service reps
  • Key ResultIncrease CSAT scores by 20%
  • TaskIntroduce rewards program for exceptional customer service
  • TaskImprove customer service training programs for better service delivery
  • TaskImplement customer feedback system to identify improvement areas
  • Key ResultReduce ticket resolution time by 15%
  • TaskAssign dedicated teams to address frequent issues
  • TaskEstablish a knowledge base for common queries
  • TaskImplement and train staff on a new ticket prioritization system

OKRs to enhance the efficiency and reliability of IT services

  • ObjectiveEnhance the efficiency and reliability of IT services
  • Key ResultDecrease system downtime by 20%
  • TaskImplement regular preventive maintenance on all system components
  • TaskEstablish robust disaster recovery and backup plans
  • TaskUpgrade outdated hardware and software components
  • Key ResultImplement proactive maintenance on 95% of servers
  • TaskAssign a maintenance team to apply the protocol to identified servers
  • TaskIdentify all servers needing proactive maintenance
  • TaskDevelop and document a proactive maintenance protocol
  • Key ResultIncrease customer satisfaction scores by 15% via improved service delivery
  • TaskTrain staff in advanced customer service techniques
  • TaskImplement a robust customer feedback system
  • TaskStreamline service delivery for efficiency

OKRs to enhance productivity of IT Service Desk Analysts and maintain SLAs

  • ObjectiveEnhance productivity of IT Service Desk Analysts and maintain SLAs
  • Key ResultReduce weekly outstanding tickets by 20%
  • TaskIncrease feedback and training to improve first-call resolution rates
  • TaskPrioritize resolution of high-priority and oldest tickets first
  • TaskImplement an automated reminder system for unresolved tickets
  • Key ResultDecrease the average ticket resolution time by 15%
  • TaskEstablish escalation protocols for complex tickets
  • TaskImplement advanced ticket resolution training for customer service staff
  • TaskInvest in technological software to automate ticket resolution
  • Key ResultIncrease customer satisfaction rate to 90%
  • TaskEnhance customer service training for staff
  • TaskImplement customer feedback surveys to identify areas requiring improvement
  • TaskCreate effective customer loyalty programs

OKRs to enhance the SLA adherence for IT tickets

  • ObjectiveEnhance the SLA adherence for IT tickets
  • Key ResultReduce IT ticket resolution time by 30%
  • TaskProvide comprehensive training to IT support team
  • TaskDevelop a streamlined ticket prioritization process
  • TaskImplement efficient IT incident management tools
  • Key ResultAchieve a 90% customer satisfaction rate regarding ticket handling and resolution
  • TaskImplement regular training sessions on customer communication for support staff
  • TaskDevelop a responsive and efficient ticket resolution system
  • TaskMonitor and analyze customer feedback regularly
  • Key ResultImplement a new ticket tracking system for improved process efficiency
  • TaskTrain employees on new system use
  • TaskEvaluate potential ticket tracking systems
  • TaskSelect and purchase preferred system
  • Key ResultTrain all IT staff on SLA compliance and ticket handling best practices
  • TaskDevelop module on ticket handling best practices
  • TaskSchedule comprehensive SLA compliance training for IT staff
  • TaskEnsure periodic reinforcement training sessions

OKRs to enhance IT service delivery with 30% faster response time

  • ObjectiveImprove IT service delivery response time
  • Key ResultImplement automation to decrease time spent on common IT tasks by 50%
  • TaskIdentify common IT tasks that can be automated
  • TaskResearch and select appropriate automation tools/software
  • TaskDevelop and test automation scripts for identified IT tasks
  • TaskImplement automation and monitor progress for effectiveness
  • Key ResultReduce average response time to IT tickets by 30%
  • TaskImplement automated ticket routing based on issue type and urgency level
  • TaskProvide ongoing training for IT staff on efficient ticket resolution strategies
  • TaskRegularly review and optimize ticket resolution processes based on performance metrics
  • TaskEstablish a priority system based on business impact
  • Key ResultTrain IT staff on new tools and processes to improve efficiency by 20%
  • Key ResultIncrease the percentage of resolved tickets within SLA by 25%
  • TaskImprove ticket routing and escalation procedures
  • TaskIncrease training and support for agents
  • TaskReview and update SLA benchmarks regularly
  • TaskStreamline communication channels with customers

OKRs to enhance effectiveness of ITSM help desk operations

  • ObjectiveEnhance effectiveness of ITSM help desk operations
  • Key ResultIncrease ticket resolution rate by 30%
  • TaskEmploy additional qualified customer service representatives
  • TaskStreamline ticket resolution process for efficiency
  • TaskImplement training sessions for enhanced customer service skills
  • Key ResultImprove customer satisfaction score by 15%
  • TaskImplement comprehensive employee customer service training
  • TaskEnhance product or service quality based on reviews
  • TaskRegularly solicit customer feedback and make improvements
  • Key ResultReduce average response time to within 2 hours
  • TaskAllocate more resources to customer service interactions
  • TaskTrain staff on speedy, effective response methods
  • TaskImplement a more efficient ticketing system

OKRs to streamline IT Service Desk for swifter resolution time

  • ObjectiveStreamline IT Service Desk for swifter resolution time
  • Key ResultEnhance self-service portal use by 50% to promote faster issue resolution
  • TaskImplement a feedback mechanism on portal usability
  • TaskLaunch a portal awareness campaign to increase visibility
  • TaskDevelop user-friendly navigation for efficient self-service usage
  • Key ResultImplement a new training program to improve technical troubleshooting skills by 30%
  • TaskDevelop comprehensive, skills-focused training program
  • TaskIdentify key areas of technical troubleshooting needing improvement
  • TaskImplement training program and monitor progress
  • Key ResultDecrease average ticket response time by 20%
  • TaskImplement a ticket prioritization system
  • TaskBoost staff levels during peak times
  • TaskTrain support team in effective time management

OKRs to efficiently eliminate the existing datacenter to minimize costs

  • ObjectiveEfficiently eliminate the existing datacenter to minimize costs
  • Key ResultReduce data center infrastructure costs by 20% through efficient decommissioning
  • TaskIdentify underutilized or outdated equipment for decommissioning
  • TaskEvaluate effectiveness of current data center infrastructure
  • TaskImplement efficient decommissioning processes to reduce costs
  • Key ResultAchieve 30% cost savings by transitioning to cloud-based services
  • TaskAnalyze cost comparison between current and cloud-based services
  • TaskDevelop and implement transition plan to cloud services
  • TaskIdentify potential cloud-based service providers
  • Key ResultTrain IT team to manage new services, increasing operational efficiency by 25%
  • TaskEvaluate performance improvements post-training
  • TaskIdentify necessary training for IT team for new services
  • TaskSchedule and conduct IT training sessions

OKRs to enhance customer service by reducing average response time

  • ObjectiveEnhance customer service by reducing average response time
  • Key ResultImplement an automated response system to handle 35% of queries
  • TaskSelect suitable software for automated response system
  • TaskIdentify the most frequent queries for automation
  • TaskTrain staff on managing and updating the system
  • Key ResultDecrease the average response time by 15%
  • TaskProvide advanced training for customer service staff
  • TaskImplement a streamlined process for responding to queries
  • TaskInvest in quicker, more efficient customer service software
  • Key ResultTrain 70% of customer service staff in time-efficient response practices
  • TaskDevelop a time-efficient response training program
  • TaskImplement the program and monitor progress
  • TaskIdentify 70% customer service staff for training

OKRs to efficiently manage and improve IT conference call operations

  • ObjectiveEfficiently manage and improve IT conference call operations
  • Key ResultConduct training sessions to enhance team's troubleshooting skills by 30%
  • TaskImplement and monitor the training sessions regularly
  • TaskIdentify gaps in current troubleshooting abilities of team members
  • TaskDevelop a comprehensive training plan to address these gaps
  • Key ResultReduce technical issues during calls by 50% through system optimization
  • TaskIdentify common technical issues during calls
  • TaskImplement and monitor the effectiveness of updates
  • TaskDevelop system updates to address these issues
  • Key ResultIncrease participant satisfaction rate to 95% based on post-call surveys
  • TaskDesign a regular review and improvement process
  • TaskTrain representatives in customer service excellence
  • TaskImplement participant feedback from surveys

OKRs to enhance service infrastructure to improve customer satisfaction

  • ObjectiveImprove customer satisfaction through enhanced service infrastructure
  • Key ResultEnhance service infrastructure to achieve a 10% reduction in customer complaints
  • Key ResultImplement a customer feedback system resulting in a 15% increase in positive feedback
  • TaskTrain employees to address customer concerns effectively and efficiently
  • TaskAnalyze feedback data to identify areas for improvement and implement necessary changes
  • TaskConduct a survey to gather customer feedback on a regular basis
  • TaskImplement a rewards program to incentivize customers to provide positive feedback
  • Key ResultReduce average resolution time by 20% through optimized service processes
  • TaskRegularly evaluate and update service technology and tools to improve response time
  • TaskStreamline service protocols and eliminate unnecessary steps to expedite resolution time
  • TaskImplement training programs to enhance the skills and efficiency of service representatives
  • TaskIdentify bottlenecks in service process through thorough analysis and data examination
  • Key ResultIncrease customer satisfaction score by 10% through improved service response time

OKRs to master cloud services architecture: argocd, kubernates, istio, terraform

  • ObjectiveMaster cloud services architecture: argocd, kubernates, istio, terraform
  • Key ResultDeliver a presentation on the learnings and real-world application of these technologies
  • TaskPractice the presentation for clear and engaging delivery
  • TaskPrepare comprehensive slides to explain key technology learnings
  • TaskResearch real-world application examples of these technologies
  • Key ResultObtain certification in Kubernetes and ArgoCD within the agreed time frame
  • TaskDedicate specific hours each week for course work and study
  • TaskSchedule and complete certification exams before the deadline
  • TaskResearch and enroll in a reputable Kubernetes and ArgoCD certification course
  • Key ResultSuccessfully deploy 3 projects using Istio and Terraform by quarter end
  • TaskDevelop a deployment strategy using Istio and Terraform
  • TaskIdentify the requirements and scope for each of the 3 projects
  • TaskExecute deployment plan, monitor progress, and troubleshoot any issues

Best practices for managing your It Service 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 It Service OKRs

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 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 It Service 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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