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10 OKR examples for Service Management Team

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What are Service Management Team 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.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We understand that setting OKRs can be challenging, so we have prepared a set of examples tailored for Service Management Team. Take a peek at the templates below to find inspiration and kickstart your goal-setting process.

If you want to learn more about the framework, you can read our OKR guide online.

How to write your own Service Management Team OKRs

1. Get tailored OKRs with an AI

You'll find some examples below, but it's likely that you have very specific needs that won't be covered.

You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.

Tability will then use your prompt to generate a fully editable OKR template.

Watch the video below to see it in action 👇

Option 2. Optimise existing OKRs with Tability Feedback tool

If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

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.

You can then decide to accept the suggestions or dismiss them if you don't agree.

Option 3. Use the free OKR generator

If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.

Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.

Service Management Team OKRs examples

We've added many examples of Service Management Team Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.

Hope you'll find this helpful!

OKRs to enhance Product Service Management Efficiency

  • ObjectiveEnhance Product Service Management Efficiency
  • KRIncrease product service team training sessions by 50%
  • TaskSchedule additional training sessions accordingly
  • TaskIdentify current number of weekly training sessions
  • TaskCalculate necessary increase to achieve 50% rise
  • KRImplement new software to decrease customer response time by 20%
  • TaskPurchase, install, and configure the identified software
  • TaskIdentify software capable of enhancing customer service response speed
  • TaskTrain customer service representatives on new software usage
  • KRImprove customer satisfaction rate on product services by 30%
  • TaskUpdate and upgrade product based on customer feedback
  • TaskEstablish a fast and effective complaint resolution procedure
  • TaskImplement regular training programs for customer service staff

OKRs to implement service management for new work stream

  • ObjectiveImplement service management for new work stream
  • KRIdentify and train a dedicated service management team by week 4
  • TaskBegin team training by week 4
  • TaskDevelop a comprehensive training plan for newly hired team
  • TaskHire service management professionals suitable for the team
  • KRAchieve 95% satisfaction rate in client feedback for the new service management operation by week 12
  • TaskSolicit, analyze, and apply client feedback weekly
  • TaskImplement thorough employee training on service management
  • TaskRegularly assess and adjust client-communication strategies
  • KRDevelop and implement a comprehensive service management plan by week 8
  • TaskDraft comprehensive service management plan
  • TaskIdentify current service management gaps
  • TaskImplement plan by week 8

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 improve efficiency in client and team management

  • ObjectiveImprove efficiency in client and team management
  • KRIncrease client satisfaction by 10% as evidenced by quarterly survey responses
  • TaskImplement regular client follow-ups to address potential issues
  • TaskEvaluate and streamline communication processes for client efficiency
  • TaskProvide staff with customer service training to improve interactions
  • KREnhance team output by 15% through implementation of structured weekly check-ins
  • TaskTrain team on effective check-in strategies
  • TaskMonitor and measure output increase weekly
  • TaskEstablish a weekly check-ins system for the team
  • KRAchieve a 20% decrease in resolution time for client-reported software issues
  • TaskProvide ongoing technical training for the customer service team
  • TaskEstablish a priority-based resolution system
  • TaskImplement more efficient issue-tracking software

OKRs to successful transition from Service Delivery Manager to Product Manager

  • ObjectiveSuccessful transition from Service Delivery Manager to Product Manager
  • KRDevelop and present a new product idea or actionable improvement to the team
  • TaskConduct thorough market research and analyze potential customer needs
  • TaskPrepare and deliver a persuasive presentation to the team
  • TaskDevelop a comprehensive product concept or improvement proposal
  • KRGain foundational knowledge completing a Product Management certification by quarter-end
  • TaskSchedule study sessions to complete coursework
  • TaskEnroll in chosen Product Management course
  • TaskResearch suitable Product Management certification programs
  • KRShadow experienced product managers and attend at least 20 hours of PM meetings
  • TaskSchedule time blocks to observe PM meetings
  • TaskAttend minimum 20 hours of PM meetings
  • TaskIdentify experienced product managers to shadow

OKRs to boost Customer Satisfaction to 95% Positive Feedback

  • ObjectiveBoost Customer Satisfaction to 95% Positive Feedback
  • KRIncrease response rate on customer satisfaction surveys by 30%
  • TaskOffer incentives for completed surveys
  • TaskImprove survey design for clarity and conciseness
  • TaskImplement follow-up reminders for surveys
  • KREnsure less than 3% complaint cases escalate to senior management
  • TaskProvide comprehensive staff training sessions
  • TaskRegularly review and improve complaint processing system
  • TaskImplement effective initial complaint handling procedures
  • KRImplement solutions addressing top 3 customer issues identified from feedback
  • TaskAnalyze customer feedback to identify top three recurring issues
  • TaskImplement these solutions and notify customers about the improvements
  • TaskDevelop targeted solutions for these top issues

OKRs to increase overall sales productivity for our offshore IT services team

  • ObjectiveIncrease overall sales productivity for our offshore IT services team
  • KRAchieve a 20% increase in quarterly revenue from offshore IT services
  • TaskUpsell enhanced IT services to existing offshore clients
  • TaskImplement targeted marketing strategies in offshore jurisdictions
  • TaskStreamline delivery process to boost operational efficiency
  • KRReduce the sales cycle duration by 15% for offshore IT services
  • TaskImplement streamlined communication systems for improved efficiency
  • TaskProvide sales team advanced negotiation training
  • TaskClose deal gaps with efficient project management strategies
  • KRClose 5 new strategic B2B deals specifically for offshore IT services
  • TaskIdentify and contact 10 potential B2B partners for offshore IT services
  • TaskFollow-up with potential partners to negotiate and close deals
  • TaskPrepare and deliver tailored presentations on our offshore IT services

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 enhance satisfaction of wealth management clients

  • ObjectiveEnhance satisfaction of wealth management clients
  • KRIncrease client satisfaction scores by 20% through improved personalization
  • TaskRegularly seek client feedback for service improvements
  • TaskTrain staff for personalized customer interactions
  • TaskImplement customer relationship management software for tailored services
  • KRDecrease client complaint rates by 15% via proactive communication
  • TaskImplement regular updates on service improvements to all clients
  • TaskEstablish a client feedback system for early issue detection
  • TaskTrain staff on proactive communication strategies
  • KRLaunch 2 new features in the client portal based on client feedback analysis
  • TaskImplement new features in the client portal
  • TaskDevelop and test the new features
  • TaskIdentify desired features from client feedback analysis

OKRs to enhance the efficiency of our matured agile team

  • ObjectiveEnhance the efficiency of our matured agile team
  • KRReduce backlog items by 20%
  • TaskImplement additional resources towards tackling backlog
  • TaskReview and improve current work processes
  • TaskPrioritize backlog based on urgency and importance
  • KRImprove team satisfaction score by 10 points through regular feedback and coaching
  • TaskImplement weekly feedback sessions within the team
  • TaskEncourage peer-to-peer feedback exchange
  • TaskDevelop a coaching program for underperformers
  • KRIncrease sprint completion rate by 15%
  • TaskEnhance periodic sprint retrospectives for better insights
  • TaskImplement strict time management and planning processes
  • TaskImprove team communication, coordination, and collaboration

Service Management Team 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.

How to track your Service Management Team OKRs

Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

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 Service Management Team OKR templates

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

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