15 customisable OKR examples for It Support
What are It Support 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 Support 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 Support 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 Support OKRs examples
You'll find below a list of Objectives and Key Results templates for It Support. 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 IT Helpdesk Support and Data Analysis for IT Projects
Enhance IT Helpdesk Support and Data Analysis for IT Projects
Increase Helpdesk Support resolution rate by 20%
Establish clear escalation procedures- Integrate efficient problem resolution software
- Implement advanced training for helpdesk support staff
- Reduce IT project completion time by 15% through improved data analysis
- Regularly review and improve data analysis processes
- Train IT personnel in optimized data analysis methods
- Implement advanced data analysis tools for efficient project handling
- Complete data analysis for 2 major IT projects
- Gather and organize all necessary data for both IT projects
- Analyze collected data and identify key points
- Compile and summarize the data analysis results
2. 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
3. OKRs to enhance the organization's information technology efficiency and security
- Enhance the organization's information technology efficiency and security
- Increase IT systems uptime to 99.9% across all operations
- Introduce proactive system performance monitoring
- Regularly update and patch all software systems
- Implement robust and diverse backup servers for essential systems
- Implement multi-factor authentication for 90% of users to enhance security
- Guide users through the multi-factor adoption process
- Choose a suitable multi-factor authentication system
- Identify and classify users based on access levels and security requirements
- Decrease system-related user complaints by 30% through proactive IT support improvements
- Enhance technical troubleshooting protocols
- Implement continuous monitoring for system performance
- Develop comprehensive IT support training programs
4. OKRs to reduce IT support response time by 20%
- Improve IT support response time
- Increase number of available support agents
- Monitor and optimize resolution time for all support tickets
- Enhance employee IT training to reduce basic inquiries
- Implement a new ticketing system for faster response
5. OKRs to enhance IT infrastructure and optimize helpdesk processes for improved efficiency
- Enhance IT infrastructure and optimize helpdesk processes for improved efficiency
- Increase customer satisfaction rating by 15% by implementing enhanced self-service options
- Monitor customer satisfaction rating to measure the impact of enhanced self-service options
- Conduct customer research to gather feedback and identify desired self-service features
- Implement new self-service features based on customer feedback and identified areas of improvement
- Evaluate current self-service options and identify potential areas of improvement
- Achieve at least 90% compliance with IT security protocols through regular audits and training
- Conduct quarterly audits to assess compliance with IT security protocols
- Address any identified non-compliance issues promptly and provide appropriate corrective actions
- Provide continuous monitoring and feedback to ensure adherence to IT security protocols
- Develop and implement regular training programs to educate employees on IT security protocols
- Reduce average resolution time by 20% through streamlined helpdesk workflows
- Analyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
- Conduct regular training sessions for helpdesk staff to improve technical skills and efficiency
- Implement automated ticket routing system to assign tickets to appropriate support agents
- Develop standardized troubleshooting guides and knowledge base articles for common issues
- Improve system availability by 10% through infrastructure upgrades and proactive maintenance
- Develop and implement a proactive maintenance plan to prevent potential system failures
- Implement necessary infrastructure upgrades based on the assessment findings
- Monitor and analyze system performance regularly to identify any potential issues in advance
- Conduct a thorough infrastructure assessment to identify potential areas for upgrade
6. 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
7. 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
8. OKRs to enhance the efficiency and stability of the IT infrastructure
- Enhance the efficiency and stability of the IT infrastructure
- Implement two additional failsafe protocols to boost data recovery speed by 15%
- Develop and test two additional failsafe protocols
- Implement the new protocols to enhance data recovery speed
- Identify potential areas for implementing new failsafe protocols
- Ensure 95% of helpdesk requests are resolved within 24 hours
- Monitor daily reports to assess resolution timelines
- Implement a high-priority response system for urgent requests
- Train helpdesk staff in efficient problem-solving techniques
- Reduce system downtime by 20% through proactive maintenance and upgrades
- Implement a routine schedule for proactive system maintenance
- Monitor system performance consistently for early issue detection
- Prioritize timely system upgrades and patches
9. OKRs to enhance stability and resilience in Virtual Desktop Infrastructure (VDI)
- Enhance stability and resilience in Virtual Desktop Infrastructure (VDI)
- Improve disaster recovery success rate to 95% by enhancing resiliency plans
- Develop and implement improvements to increase plan resiliency
- Regularly test and adjust plans as necessary
- Perform a thorough assessment of current disaster recovery plans
- Reduce average client-side VDI errors by 20% through software updates and troubleshooting guides
- Train clients on using troubleshooting guides
- Develop comprehensive troubleshooting guides for common errors
- Implement regular software updates on client-side VDI systems
- Decrease system downtime by 30% through infrastructure optimization and redundancy implementation
- Conduct a comprehensive assessment of the existing infrastructure
- Optimize system operations for improved functionality
- Implement redundancy systems to assure uninterrupted operation
10. OKRs to minimize application downtime to improve performance
- Minimize application downtime to improve performance
- Advance our response time for outages to within an hour of occurrence
- Train staff in rapid response protocols
- Schedule regular checks of system uptime
- Implement automated outage detection software
- Implement automatic failover for no more than 5% downtime per incident
- Identify and establish appropriate failover configuration needs
- Conduct testing to ensure less than 5% downtime
- Implement automatic failover system in existing architecture
- Conduct bi-weekly maintenance checks to spot potential errors upfront
- Document and analyze check results for errors
- Perform regular system diagnostics every two weeks
- Create a bi-weekly maintenance check schedule
11. OKRs to improve system performance with high uptime and reduced latency
- Improve system performance with high uptime and reduced latency
- Implement system improvements and updates with zero disruption to live services
- Develop seamless transition protocols for system updates
- Allocate resources for system monitoring post-update
- Test improvements extensively before implementation
- Increase system uptime to 99.9% across all services
- Implement regular preventative system maintenance
- Establish a rapid-response systems support team
- Enhance server redundancy and backups measures
- Reduce average server latency by 20%
- Update and optimize server software for enhanced speed
- Remove unnecessary processes to reduce server load
- Implement a load balancing solution for improved server response
12. OKRs to streamline and automate IT infrastructure processes
- Streamline and automate IT infrastructure processes
- Implement automation in 70% of server management tasks to enhance efficiency
- Train the team on implementing automation processes
- Identify the predominant server management tasks for automation
- Research and select suitable automation tools
- Deploy desktop automation to reduce manual tasks in IT support by 50%
- Purchase and install necessary automation software
- Identify repetitive, manual tasks in IT support for automation
- Train IT support staff in automation usage
- Develop an automated solution to resolve 60% of common network issues
- Test and implement the automation solution
- Identify common network issues and their frequency
- Design a prototype for automated issue resolution
13. 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
14. OKRs to ensure successful implementation and utilization of the ticket system
- Ensure successful implementation and utilization of the ticket system
- Complete ticket system setup and integration by 25% of the quarter
- Identify necessary software and hardware for ticket system setup
- Initiate system integration procedures
- Monitor and evaluate progress towards completion
- Train 75% of staff members on the use and benefits of the ticket system
- Develop comprehensive, easy-to-understand training materials
- Identify staff members not familiar with the ticket system
- Schedule and conduct training sessions regularly
- Achieve at least 60% user adoption rate of the ticket system within the quarter
- Train all employees on the benefits and use of the ticket system
- Implement incentives for consistent ticket system usage
- Regularly monitor and report on user adoption rates
15. OKRs to reduce MTTR of critical business applications by 15%
- Reduce MTTR of critical business applications by 15%
- Implement proactive system monitoring to decrease incident occurrences by 20%
- Regularly review and modify monitoring threshold levels
- Train staff on interpreting monitoring alerts and logs
- Deploy advanced system monitoring tools and software
- Identify and remediate 30% of recurring application issues by end of quarter
- Define metrics to identify recurring application issues
- Develop a comprehensive troubleshooting guide
- Implement and monitor remediation strategies
- Train support team on advanced troubleshooting techniques to improve efficiency by 10%
- Supervise team practice on simulated support scenarios
- Organize advanced troubleshooting skills training sessions
- Monitor and evaluate team's performance post-training
It Support 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 Support 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 Support OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to enhance the employee adaptation process for better integration
- OKRs to enhance and Sustain High Performances in the EA Pool
- OKRs to increase Atlassian licensing sales by 50%
- OKRs to achieve higher NPS and CSAT ratings
- OKRs to enhance accuracy of general ledger amounts to 90%
- OKRs to enhance physical security capabilities for premise protection
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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