5 customisable OKR examples for It Service Desk Team
What are It Service Desk Team 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 Desk Team 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 Desk Team 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 Desk Team OKRs examples
You'll find below a list of Objectives and Key Results templates for It Service Desk Team. 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 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
2. 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
3. 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
4. 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
5. 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
It Service Desk Team 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
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
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
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
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 Desk Team 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 Desk Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to successfully implement and optimize Exabeam operations
OKRs to achieve full proficiency in the CRM system
OKRs to implement a centralized sales data repository and reporting system
OKRs to streamline and enhance compliance review and implementation process
OKRs to acquire GCP certification with strong knowledge and skills
OKRs to streamline the process for completing monthly billing in a timely manner
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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