5 customisable OKR examples for It Service Management
What are It Service Management 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 It Service Management 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 Management 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 Management OKRs examples
You'll find below a list of Objectives and Key Results templates for It Service Management. 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 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
2. 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
3. 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
4. OKRs to successful migration of services from OnPremise to cloud
- Successful migration of services from OnPremise to cloud
- Identify and categorize all OnPremise services for migration by end of Week 3
- Compile a list of all OnPremise services currently in use
- Categorize each service based on priority for migration
- Create a detailed migration schedule by end of Week 3
- Conduct post-migration validation to ensure 100% functionality for all migrated services
- Verify functionality of every migrated service
- Resolve any identified post-migration issues
- Conduct post-migration system checks
- Achieve 70% service migration while ensuring zero disruption in client services
- Identify and prioritize critical services for migration
- Develop and execute a detailed migration plan
- Continuously monitor and troubleshoot during migration
5. OKRs to enhance performance and efficiency of SharePoint Online Storage service
- Enhance performance and efficiency of SharePoint Online Storage service
- Ensure 99% uptime for the SharePoint Online Storage service
- Implement a backup and recovery plan
- Regularly monitor SharePoint server health for potential issues
- Apply necessary patches and updates without delay
- Decrease data retrieval time by 15%
- Implement a better indexing system for quicker data search
- Optimize database queries to reduce redundancy
- Upgrade hardware to improve data processing speed
- Increase data upload speed by 20%
- Implement data compression techniques
- Optimize server's upload bandwidth setting
- Upgrade to a high-speed internet service
It Service Management 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
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the 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
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
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 Management 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.
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 Management OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance region-wide cooperation to exceed customer satisfaction
- OKRs to successfully migrate to GitLab
- OKRs to improve control oversight for "Mc transformation"
- OKRs to strengthen communication effectiveness
- OKRs to foster user-centric culture through stakeholder engagement
- OKRs to enhance inter-team collaboration and knowledge transfer
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 👀
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