OKR template to improve IT service desk performance and customer satisfaction
Your OKR template
The second outcome within this OKR is to increase the rate of problems resolved at first contact to at least 80%. This will be achieved by incorporating a strong knowledge management system, consistently monitoring and analyzing resolution metrics, and training the customer service team in effective problem-solving methods.
The final outcome of this OKR is to decrease the average time it takes to resolve a ticket by 20%. This will be accomplished by deploying an advanced ticket prioritization system, streamlining intra-team communication processes, and providing problem-solving training to the staff.
Overall, this OKR emphasizes continuous improvement, efficient problem-solving, and an elevated level of customer satisfaction in the realm of IT service desk operations. The proposed initiatives focus on staff training, implementing effective systems and strategies, and using analysis for better decision-making.
ObjectiveImprove IT service desk performance and customer satisfaction
KRAchieve 90% customer satisfaction rating in user surveys
Implement regular training for customer service team- Develop customer-centric policies and strategies
- Establish a user feedback system post-service
- KRIncrease first contact resolution rate to 80%
- Implement a robust knowledge management system
- Regularly monitor and analyze resolution metrics
- Train customer service team on effective problem-solving techniques
- KRReduce average ticket resolution time by 20%
- Implement advanced ticket prioritization system
- Streamline communication processes within the team
- Provide comprehensive problem-solving training to staff
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