14 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:
- 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 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. 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 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
4. 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
5. 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
6. 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
7. 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
8. OKRs to enhance physical security capabilities for premise protection
Enhance physical security capabilities for premise protection
Train 90% of security personnel on new security equipment usage
Identify and list all security personnel requiring training
Track and record training participation and completion
Schedule training sessions on new equipment
Implement surveillance system covering 100% of the premise area
Test system thoroughly and adjust as necessary
Identify blind spots and areas requiring camera installation
Purchase and install necessary surveillance equipment
Achieve zero security breaches in the test run of new measures
Conduct frequent security audits and vulnerability assessments
Implement strict access controls and authentication protocols
Regularly update and patch all security software and systems
9. OKRs to streamline the accounting close process
Streamline the accounting close process
Implement automated accounting software with 100% staff adoption
Monitor staff adoption, offer ongoing support
Select user-friendly, comprehensive accounting software
Train staff thoroughly on software usage
Decrease the monthly closing cycle time by 30%
Streamline data collection and management processes
Implement automated financial systems for swift transaction processing
Regularly review and improve workflow efficiency
Eliminate 50% of identified bottlenecks in the closing process
Implement solutions to remove identified bottlenecks
Identify excessive processes contributing to bottlenecks
Review and analyze current closing process parameters
10. OKRs to enhance efficiency and speed of the help desk process
Enhance efficiency and speed of the help desk process
Implement a new help desk software to streamline ticket management
Transition current tickets to new system
Research and select appropriate help desk software
Train support team on new software usage
Train 75% of help desk staff in revised speed-focused procedures
Implement staff training sessions on procedures
Develop revised speed-focused procedures
Identify 75% of help desk staff for training
Decrease average initial response time by 30%
Implement streamlined customer service procedures
Regularly monitor and evaluate response times
Train staff on efficient response techniques
11. OKRs to implement a new CMS successfully
Implement a new CMS successfully
Train and upskill DevOps team members to effectively support and maintain the CMS
Decrease the average time to resolve CMS-related issues by 20%
Conduct regular audits to identify and address recurring CMS-related issues proactively
Implement regular training sessions for CMS support staff to enhance their technical skills
Streamline CMS Issue Resolution Process through Standard Operating Procedures (SOPs) and guidelines
Improve communication channels to expedite issue escalation and resolution
Collaborate with the service partner to ensure smooth integration of the CMS
Clearly define the roles and responsibilities of each team member involved in the integration process
Establish a communication protocol to ensure efficient information sharing between all parties involved
Develop a structured timeline with key milestones for the CMS integration project
Set up regular meetings with the service partner to discuss the CMS integration progress
Successfully deploy and configure the new CMS on the production environment
Collaborate with IT team to ensure compatibility of CMS with existing infrastructure
Conduct thorough testing of the new CMS on a staging environment before deployment
Develop a detailed step-by-step deployment plan for CMS implementation
Configure user permissions and roles in the production environment for effective CMS usage
12. OKRs to ensure High Uptime
Ensure High Uptime
Reduce system downtime by 20% through proactive maintenance and timely issue resolution
Establish a real-time monitoring system to detect and address potential issues promptly
Conduct regular training sessions for staff to enhance their technical troubleshooting skills
Implement regular equipment inspections and perform preventative maintenance at scheduled intervals
Develop a comprehensive troubleshooting guide for efficient problem identification and resolution
Achieve 100% success rate in scheduled maintenance activities with minimal impact on uptime
Streamline and optimize maintenance procedures for increased efficiency and reduced downtime
Regularly assess and update maintenance schedules to ensure optimal timing and resource allocation
Provide comprehensive training for maintenance staff to enhance their skills and knowledge base
Implement a proactive maintenance strategy to identify and prevent potential issues beforehand
Improve response time by 15% by optimizing server configurations and network infrastructure
Assess network infrastructure to identify areas for improvement and optimize network configurations
Optimize server settings and allocate resources efficiently based on the analysis findings
Conduct a thorough analysis of the server configurations to identify potential inefficiencies
Implement recommended changes to server configurations and network infrastructure for enhanced response time
Increase monitoring coverage by implementing automated alerts for potential service disruptions
Develop automated alert system based on identified metrics and criteria
Implement and integrate automated alert system into existing monitoring infrastructure
Test and validate automated alert system for accuracy and effectiveness
Identify key metrics and criteria for potential service disruptions
13. OKRs to enhance Crowdstrike security measures
Enhance Crowdstrike security measures
Reduce false positive alerts by 45%
Regularly review and adjust alert threshold levels
Provide ongoing staff training for alert management
Implement more accurate alerting algorithms
Increase the protection against phishing attacks by 25%
Conduct weekly cybersecurity training for all staff
Update email filters to block suspected phishing emails
Implement two-factor authentication measures on all platforms
Improve detection speed of threats by 30%
Regularly update and maintain security software
Train staff on more efficient threat identification techniques
Increase investment in advanced threat detection tools
14. OKRs to enhance customer service by reducing average response time
Enhance customer service by reducing average response time
Implement an automated response system to handle 35% of queries
Select suitable software for automated response system
Identify the most frequent queries for automation
Train staff on managing and updating the system
Decrease the average response time by 15%
Provide advanced training for customer service staff
Implement a streamlined process for responding to queries
Invest in quicker, more efficient customer service software
Train 70% of customer service staff in time-efficient response practices
Develop a time-efficient response training program
Implement the program and monitor progress
Identify 70% customer service staff for training
It Support Staff 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 Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
Tip #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 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 Support Staff 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
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 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 Support Staff OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to enhance inter-team collaboration and knowledge transfer
OKRs to streamline vendor coordination for efficient talent acquisition
OKRs to maximize revenue from current business operations
OKRs to enhance the verification process of paraprofessional claims
OKRs to streamline marketing campaign processes for improved efficiency and consistency
OKRs to enhance my teaching effectiveness and student engagement
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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