13 customisable OKR examples for It Support Staff

What are It Support Staff 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 Staff 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 Staff 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 customisable It Support Staff OKRs examples

You'll find below a list of Objectives and Key Results templates for It Support Staff. 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. OKR to enhance IT Helpdesk Support and Data Analysis for IT Projects

  • ObjectiveEnhance IT Helpdesk Support and Data Analysis for IT Projects
  • Key ResultIncrease Helpdesk Support resolution rate by 20%
  • TaskEstablish clear escalation procedures
  • TaskIntegrate efficient problem resolution software
  • TaskImplement advanced training for helpdesk support staff
  • Key ResultReduce IT project completion time by 15% through improved data analysis
  • TaskRegularly review and improve data analysis processes
  • TaskTrain IT personnel in optimized data analysis methods
  • TaskImplement advanced data analysis tools for efficient project handling
  • Key ResultComplete data analysis for 2 major IT projects
  • TaskGather and organize all necessary data for both IT projects
  • TaskAnalyze collected data and identify key points
  • TaskCompile and summarize the data analysis results

2. OKR 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

3. OKR to enhance IT infrastructure and optimize helpdesk processes for improved efficiency

  • ObjectiveEnhance IT infrastructure and optimize helpdesk processes for improved efficiency
  • Key ResultIncrease customer satisfaction rating by 15% by implementing enhanced self-service options
  • TaskMonitor customer satisfaction rating to measure the impact of enhanced self-service options
  • TaskConduct customer research to gather feedback and identify desired self-service features
  • TaskImplement new self-service features based on customer feedback and identified areas of improvement
  • TaskEvaluate current self-service options and identify potential areas of improvement
  • Key ResultAchieve at least 90% compliance with IT security protocols through regular audits and training
  • TaskConduct quarterly audits to assess compliance with IT security protocols
  • TaskAddress any identified non-compliance issues promptly and provide appropriate corrective actions
  • TaskProvide continuous monitoring and feedback to ensure adherence to IT security protocols
  • TaskDevelop and implement regular training programs to educate employees on IT security protocols
  • Key ResultReduce average resolution time by 20% through streamlined helpdesk workflows
  • TaskAnalyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
  • TaskConduct regular training sessions for helpdesk staff to improve technical skills and efficiency
  • TaskImplement automated ticket routing system to assign tickets to appropriate support agents
  • TaskDevelop standardized troubleshooting guides and knowledge base articles for common issues
  • Key ResultImprove system availability by 10% through infrastructure upgrades and proactive maintenance
  • TaskDevelop and implement a proactive maintenance plan to prevent potential system failures
  • TaskImplement necessary infrastructure upgrades based on the assessment findings
  • TaskMonitor and analyze system performance regularly to identify any potential issues in advance
  • TaskConduct a thorough infrastructure assessment to identify potential areas for upgrade

4. OKR to enhance the efficiency and stability of the IT infrastructure

  • ObjectiveEnhance the efficiency and stability of the IT infrastructure
  • Key ResultImplement two additional failsafe protocols to boost data recovery speed by 15%
  • TaskDevelop and test two additional failsafe protocols
  • TaskImplement the new protocols to enhance data recovery speed
  • TaskIdentify potential areas for implementing new failsafe protocols
  • Key ResultEnsure 95% of helpdesk requests are resolved within 24 hours
  • TaskMonitor daily reports to assess resolution timelines
  • TaskImplement a high-priority response system for urgent requests
  • TaskTrain helpdesk staff in efficient problem-solving techniques
  • Key ResultReduce system downtime by 20% through proactive maintenance and upgrades
  • TaskImplement a routine schedule for proactive system maintenance
  • TaskMonitor system performance consistently for early issue detection
  • TaskPrioritize timely system upgrades and patches

5. OKR to minimize application downtime to improve performance

  • ObjectiveMinimize application downtime to improve performance
  • Key ResultAdvance our response time for outages to within an hour of occurrence
  • TaskTrain staff in rapid response protocols
  • TaskSchedule regular checks of system uptime
  • TaskImplement automated outage detection software
  • Key ResultImplement automatic failover for no more than 5% downtime per incident
  • TaskIdentify and establish appropriate failover configuration needs
  • TaskConduct testing to ensure less than 5% downtime
  • TaskImplement automatic failover system in existing architecture
  • Key ResultConduct bi-weekly maintenance checks to spot potential errors upfront
  • TaskDocument and analyze check results for errors
  • TaskPerform regular system diagnostics every two weeks
  • TaskCreate a bi-weekly maintenance check schedule

6. OKR to streamline and automate IT infrastructure processes

  • ObjectiveStreamline and automate IT infrastructure processes
  • Key ResultImplement automation in 70% of server management tasks to enhance efficiency
  • TaskTrain the team on implementing automation processes
  • TaskIdentify the predominant server management tasks for automation
  • TaskResearch and select suitable automation tools
  • Key ResultDeploy desktop automation to reduce manual tasks in IT support by 50%
  • TaskPurchase and install necessary automation software
  • TaskIdentify repetitive, manual tasks in IT support for automation
  • TaskTrain IT support staff in automation usage
  • Key ResultDevelop an automated solution to resolve 60% of common network issues
  • TaskTest and implement the automation solution
  • TaskIdentify common network issues and their frequency
  • TaskDesign a prototype for automated issue resolution

7. OKR to reduce MTTR of critical business applications by 15%

  • ObjectiveReduce MTTR of critical business applications by 15%
  • Key ResultImplement proactive system monitoring to decrease incident occurrences by 20%
  • TaskRegularly review and modify monitoring threshold levels
  • TaskTrain staff on interpreting monitoring alerts and logs
  • TaskDeploy advanced system monitoring tools and software
  • Key ResultIdentify and remediate 30% of recurring application issues by end of quarter
  • TaskDefine metrics to identify recurring application issues
  • TaskDevelop a comprehensive troubleshooting guide
  • TaskImplement and monitor remediation strategies
  • Key ResultTrain support team on advanced troubleshooting techniques to improve efficiency by 10%
  • TaskSupervise team practice on simulated support scenarios
  • TaskOrganize advanced troubleshooting skills training sessions
  • TaskMonitor and evaluate team's performance post-training

8. OKR to enhance physical security capabilities for premise protection

  • ObjectiveEnhance physical security capabilities for premise protection
  • Key ResultTrain 90% of security personnel on new security equipment usage
  • TaskIdentify and list all security personnel requiring training
  • TaskTrack and record training participation and completion
  • TaskSchedule training sessions on new equipment
  • Key ResultImplement surveillance system covering 100% of the premise area
  • TaskTest system thoroughly and adjust as necessary
  • TaskIdentify blind spots and areas requiring camera installation
  • TaskPurchase and install necessary surveillance equipment
  • Key ResultAchieve zero security breaches in the test run of new measures
  • TaskConduct frequent security audits and vulnerability assessments
  • TaskImplement strict access controls and authentication protocols
  • TaskRegularly update and patch all security software and systems

9. OKR to streamline the accounting close process

  • ObjectiveStreamline the accounting close process
  • Key ResultImplement automated accounting software with 100% staff adoption
  • TaskMonitor staff adoption, offer ongoing support
  • TaskSelect user-friendly, comprehensive accounting software
  • TaskTrain staff thoroughly on software usage
  • Key ResultDecrease the monthly closing cycle time by 30%
  • TaskStreamline data collection and management processes
  • TaskImplement automated financial systems for swift transaction processing
  • TaskRegularly review and improve workflow efficiency
  • Key ResultEliminate 50% of identified bottlenecks in the closing process
  • TaskImplement solutions to remove identified bottlenecks
  • TaskIdentify excessive processes contributing to bottlenecks
  • TaskReview and analyze current closing process parameters

10. OKR to enhance efficiency and speed of the help desk process

  • ObjectiveEnhance efficiency and speed of the help desk process
  • Key ResultImplement a new help desk software to streamline ticket management
  • TaskTransition current tickets to new system
  • TaskResearch and select appropriate help desk software
  • TaskTrain support team on new software usage
  • Key ResultTrain 75% of help desk staff in revised speed-focused procedures
  • TaskImplement staff training sessions on procedures
  • TaskDevelop revised speed-focused procedures
  • TaskIdentify 75% of help desk staff for training
  • Key ResultDecrease average initial response time by 30%
  • TaskImplement streamlined customer service procedures
  • TaskRegularly monitor and evaluate response times
  • TaskTrain staff on efficient response techniques

11. OKR to implement a new CMS successfully

  • ObjectiveImplement a new CMS successfully
  • Key ResultTrain and upskill DevOps team members to effectively support and maintain the CMS
  • Key ResultDecrease the average time to resolve CMS-related issues by 20%
  • TaskConduct regular audits to identify and address recurring CMS-related issues proactively
  • TaskImplement regular training sessions for CMS support staff to enhance their technical skills
  • TaskStreamline CMS Issue Resolution Process through Standard Operating Procedures (SOPs) and guidelines
  • TaskImprove communication channels to expedite issue escalation and resolution
  • Key ResultCollaborate with the service partner to ensure smooth integration of the CMS
  • TaskClearly define the roles and responsibilities of each team member involved in the integration process
  • TaskEstablish a communication protocol to ensure efficient information sharing between all parties involved
  • TaskDevelop a structured timeline with key milestones for the CMS integration project
  • TaskSet up regular meetings with the service partner to discuss the CMS integration progress
  • Key ResultSuccessfully deploy and configure the new CMS on the production environment
  • TaskCollaborate with IT team to ensure compatibility of CMS with existing infrastructure
  • TaskConduct thorough testing of the new CMS on a staging environment before deployment
  • TaskDevelop a detailed step-by-step deployment plan for CMS implementation
  • TaskConfigure user permissions and roles in the production environment for effective CMS usage

12. OKR to ensure High Uptime

  • ObjectiveEnsure High Uptime
  • Key ResultReduce system downtime by 20% through proactive maintenance and timely issue resolution
  • TaskEstablish a real-time monitoring system to detect and address potential issues promptly
  • TaskConduct regular training sessions for staff to enhance their technical troubleshooting skills
  • TaskImplement regular equipment inspections and perform preventative maintenance at scheduled intervals
  • TaskDevelop a comprehensive troubleshooting guide for efficient problem identification and resolution
  • Key ResultAchieve 100% success rate in scheduled maintenance activities with minimal impact on uptime
  • TaskStreamline and optimize maintenance procedures for increased efficiency and reduced downtime
  • TaskRegularly assess and update maintenance schedules to ensure optimal timing and resource allocation
  • TaskProvide comprehensive training for maintenance staff to enhance their skills and knowledge base
  • TaskImplement a proactive maintenance strategy to identify and prevent potential issues beforehand
  • Key ResultImprove response time by 15% by optimizing server configurations and network infrastructure
  • TaskAssess network infrastructure to identify areas for improvement and optimize network configurations
  • TaskOptimize server settings and allocate resources efficiently based on the analysis findings
  • TaskConduct a thorough analysis of the server configurations to identify potential inefficiencies
  • TaskImplement recommended changes to server configurations and network infrastructure for enhanced response time
  • Key ResultIncrease monitoring coverage by implementing automated alerts for potential service disruptions
  • TaskDevelop automated alert system based on identified metrics and criteria
  • TaskImplement and integrate automated alert system into existing monitoring infrastructure
  • TaskTest and validate automated alert system for accuracy and effectiveness
  • TaskIdentify key metrics and criteria for potential service disruptions

13. OKR 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

Best practices for managing your It Support Staff 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 👇

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 Support Staff 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

Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, once you get comfortable you can graduate to a proper OKRs-tracking tool.

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 Support Staff 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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