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

public-lib · Published over 1 year ago

Your OKR template

This OKR aims to enhance IT infrastructure and optimize helpdesk processes to improve overall service efficiency. This will be achieved through an increase in automation, consistent customer feedback analysis, and a focus on staff training. With these initiatives in place, customer satisfaction and system availability are expected to rise, while resolution times decrease.

Customer feedback and satisfaction will play a significant role in shaping the helpdesk process by determining the necessary self-service options. Through continuous monitoring and needs assessment, self-service functionalities can be expanded and enhanced, aiming to boost customer satisfaction by 15%.

Emphasizing IT Security is another objective of this OKR. Through regular audits, consistent follow-ups on non-compliance issues, and continuous employee training, IT security protocol compliance is projected to reach at least 90%. This will not only strengthen the security framework but also contribute to a more efficient IT operation.

Lastly, investing in infrastructure upgrades and proactive maintenance is set to increase system availability by 10%. A thorough infrastructure assessment will help identify areas of potential upgrades, while a proactive maintenance plan will prevent system failures, ensuring smooth and uninterrupted service.

ObjectiveEnhance IT infrastructure and optimize helpdesk processes for improved efficiency
KRIncrease 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
KRAchieve 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
KRReduce 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
KRImprove 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

Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

Use AI to draft a complete set of OKRs in seconds
Connect your OKRs and team goals to your project
Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Now, just click on Import from text and let the magic happen.

Once your example is in the plan editor, you will be able to:

Edit the objectives, key results, and tasks
Click on the target 0 → 100% to set better target
Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

10+ built-in dashboards to visualise progress on your goals
Weekly reminders, data connectors, and smart notifications
9 views to map OKRs to strategic projects
Strategy map to align teams at scale