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10 OKR examples for It Service Manager

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What are It Service Manager 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 Manager 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.

The best tools for writing perfect It Service Manager OKRs

Here are 2 tools that can help you draft your OKRs in no time.

Tability AI: to generate OKRs based on a prompt

Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.

Watch the video below to see it in action 👇

Tability Feedback: to improve existing OKRs

You can use Tability's AI feedback to improve your OKRs if you already have existing goals.

AI feedback for OKRs in Tability

Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.

It Service Manager OKRs examples

You'll find below a list of Objectives and Key Results templates for It Service Manager. 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
  • KRIdentify 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
  • KRAchieve 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
  • KRImplement 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
  • KRImplement 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
  • KRAchieve 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
  • KRReduce system-related incidents by 20%
  • TaskTrain staff on correct system usage
  • TaskImplement regular system maintenance and upgrades
  • TaskEnhance system security measures

OKRs to upgrade technology for improved service delivery

  • ObjectiveUpgrade technology for improved service delivery
  • KRFacilitate 100% access to necessary software and tools
  • TaskPurchase licenses and install prerequisite software
  • TaskProvide training for software utilization
  • TaskIdentify necessary software and tools for all team members
  • KRImprove customer satisfaction rate by 20% due to enhanced service capability
  • TaskImplement service upgrades across various touchpoints
  • TaskTrain staff in advanced customer service techniques
  • TaskCollect, analyze, and respond to customer feedback
  • KRIncrease personnel's technical training participation by 50%
  • TaskOffer incentives for completed technical training programs
  • TaskImplement a mandatory technical training schedule for all personnel
  • TaskIntroduce interactive, engaging technical training methods

OKRs to enhance reliability and performance across all services

  • ObjectiveEnhance reliability and performance across all services
  • KRReduce service response time by 15%
  • TaskImplement efficient customer service training programs
  • TaskEvaluate and streamline service processes
  • TaskUpgrade customer service management software
  • KRDecrease service related customer complaints by 20%
  • TaskImplement comprehensive staff training for improved customer service
  • TaskRegularly review and improve service quality
  • TaskEnhance customer complaint handling procedures
  • KRIncrease server uptime to 99.9% across all services
  • TaskEnhance monitoring systems to preemptively detect issues
  • TaskApply regular updates, patches, and maintenance schedules
  • TaskImplement redundant hardware and failover technology in server infrastructure

OKRs to enhance satisfaction levels of IT Service Desk

  • ObjectiveEnhance satisfaction levels of IT Service Desk
  • KRAchieve 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
  • KRIncrease 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
  • KRReduce 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 IT operations and service delivery

  • ObjectiveEnhance IT operations and service delivery
  • KRDecrease ticket resolution time by 15% by improving processes and training
  • TaskDevelop comprehensive procedure training for staff
  • TaskImplement and monitor changes to track improvements
  • TaskAnalyze current ticket resolution processes for inefficiencies
  • KRImplement new software to optimize operations resulting in 20% increase in productivity
  • TaskSelect appropriate productivity software
  • TaskImplement software and train staff
  • TaskIdentify areas of operations needing optimization
  • KRIncrease client satisfaction scores for service delivery by 10% through refined communication
  • TaskTrain staff on effective and empathetic client communication
  • TaskSet up periodic consumer surveys for feedback collection
  • TaskImplement a system for regular client communication updates

OKRs to enhance the efficiency and reliability of IT services

  • ObjectiveEnhance the efficiency and reliability of IT services
  • KRDecrease 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
  • KRImplement 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
  • KRIncrease 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 incident ticket resolution and management

  • ObjectiveEnhance incident ticket resolution and management
  • KRImplement a system to categorize and prioritize incidents for faster resolution
  • TaskImplement the system and train team on proper usage
  • TaskDevelop a categorization and prioritization system
  • TaskIdentify different categories and priority levels for incidents
  • KRIncrease first call resolution rate to 80% from the current figure
  • TaskImplement customer service training emphasizing first call resolutions
  • TaskRegularly monitor and evaluate agent performance
  • TaskReview and update relevant call scripts and procedures
  • KRReduce average ticket resolution time by 30%
  • TaskSet key performance indicators for resolution times
  • TaskTrain staff in advanced problem-solving
  • TaskImplement a more efficient ticket prioritization system

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

  • ObjectiveImprove IT service delivery response time
  • KRImplement 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
  • KRReduce 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
  • KRTrain IT staff on new tools and processes to improve efficiency by 20%
  • KRIncrease 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
  • KRIncrease 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
  • KRImprove 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
  • KRReduce 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

It Service Manager OKR best practices

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.

Tip #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.

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.

Save hours with automated OKR dashboards

AI feedback for OKRs in Tability

Your quarterly OKRs should be tracked weekly if you want to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:

Spreadsheets are enough to get started. Then, once you need to scale you can use Tability to save time with automated OKR dashboards, data connectors, and actionable insights.

How to get Tability dashboards:

That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.

More It Service Manager OKR templates

We have more templates to help you draft your team goals and OKRs.

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