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tability.ioWhat are It Service Management OKRs?
The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.
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 Service Management 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.
It Service Management OKRs examples
You'll find below a list of Objectives and Key Results templates for It Service Management. 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!
OKRs to improve IT Service Management process efficiency and efficacy
ObjectiveImprove IT Service Management process efficiency and efficacy
KRImplement two new service improvement projects
Identify areas in the service sector that need improvement- Commence execution of the project plan steps
- Develop detailed project plans for improvements
- KRAchieve 95% service request satisfaction
- Solicit and incorporate feedback from service users
- Regularly train staff to improve quality of customer service
- Implement a system for tracking and resolving requests efficiently
- KRReduce system-related incidents by 20%
- Train staff on correct system usage
- Implement regular system maintenance and upgrades
- Enhance system security measures
OKRs to comprehensive inventory creation of Business-led IT services
- ObjectiveComprehensive inventory creation of Business-led IT services
- KRIdentify 100% of existing Business-led IT services for inclusion in the inventory
- Integrate identified IT services into the inventory system
- Conduct a comprehensive survey of all existing IT services
- Categorize identified services based on business domain
- KRAchieve a 95% accuracy rate in cataloguing these identified IT services
- Train staff regularly on cataloguing best practices
- Consistently review and correct catalogue entries
- Implement detailed cataloguing standards and procedures
- KRImplement an intuitive, user-friendly system to access the established inventory
- Conduct frequent testing and subsequent iterations for system improvements
- Develop system design with emphasis on user-friendly interface
- Identify user needs and preferences for inventory system
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
- Implement the system and train team on proper usage
- Develop a categorization and prioritization system
- Identify different categories and priority levels for incidents
- KRIncrease first call resolution rate to 80% from the current figure
- Implement customer service training emphasizing first call resolutions
- Regularly monitor and evaluate agent performance
- Review and update relevant call scripts and procedures
- KRReduce average ticket resolution time by 30%
- Set key performance indicators for resolution times
- Train staff in advanced problem-solving
- Implement a more efficient ticket prioritization system
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
- Upsell enhanced IT services to existing offshore clients
- Implement targeted marketing strategies in offshore jurisdictions
- Streamline delivery process to boost operational efficiency
- KRReduce the sales cycle duration by 15% for offshore IT services
- Implement streamlined communication systems for improved efficiency
- Provide sales team advanced negotiation training
- Close deal gaps with efficient project management strategies
- KRClose 5 new strategic B2B deals specifically for offshore IT services
- Identify and contact 10 potential B2B partners for offshore IT services
- Follow-up with potential partners to negotiate and close deals
- Prepare and deliver tailored presentations on our offshore IT services
OKRs to improve response time to reported outages
- ObjectiveImprove response time to reported outages
- KRImplement an efficient notification system for all outage reports
- Build or procure a suitable notification system
- Define requirements and specifications for the outage notification system
- Conduct testing and training for all staff
- KRReduce average acknowledgement time to less than 5 mins
- Regularly monitor and adjust response times
- Implement automated acknowledgment systems for immediate response
- Train staff on efficient complaint acknowledgement skills
- KRTrain customer service team on quick acknowledgment tactics
- Schedule a workshop focused on quick acknowledgment tactics
- Organize a role-playing exercise for practice
- Share relevant training materials with the team
OKRs to enhance management of service and admin account life cycles
- ObjectiveEnhance management of service and admin account life cycles
- KRImplement an automated life cycle management system for 25% of accounts
- Identify 25% of accounts for life cycle management system
- Choose a suitable automation software for implementation
- Begin implementation and monitor regularly for adjustments
- KRTrain 85% of team members on updated life cycle management processes
- Monitor and document each member's training progress
- Identify team members unfamiliar with updated processes
- Schedule training sessions for these team members
- KRLower account lifecycle management errors by 30%
- Install updated automation tools for account management
- Implement regular training on account lifecycle management for staff
- Promote a meticulous review process for every account change
OKRs to successful migration of services from OnPremise to cloud
- ObjectiveSuccessful migration of services from OnPremise to cloud
- KRIdentify and categorize all OnPremise services for migration by end of Week 3
- Compile a list of all OnPremise services currently in use
- Categorize each service based on priority for migration
- Create a detailed migration schedule by end of Week 3
- KRConduct post-migration validation to ensure 100% functionality for all migrated services
- Verify functionality of every migrated service
- Resolve any identified post-migration issues
- Conduct post-migration system checks
- KRAchieve 70% service migration while ensuring zero disruption in client services
- Identify and prioritize critical services for migration
- Develop and execute a detailed migration plan
- Continuously monitor and troubleshoot during migration
OKRs to enhance performance and efficiency of SharePoint Online Storage service
- ObjectiveEnhance performance and efficiency of SharePoint Online Storage service
- KREnsure 99% uptime for the SharePoint Online Storage service
- Implement a backup and recovery plan
- Regularly monitor SharePoint server health for potential issues
- Apply necessary patches and updates without delay
- KRDecrease data retrieval time by 15%
- Implement a better indexing system for quicker data search
- Optimize database queries to reduce redundancy
- Upgrade hardware to improve data processing speed
- KRIncrease data upload speed by 20%
- Implement data compression techniques
- Optimize server's upload bandwidth setting
- Upgrade to a high-speed internet service
How to write your own It Service Management 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.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe 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.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability 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.
It Service Management 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 It Service Management 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
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.
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 Service Management OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to boost customer acquisition rates significantly
- OKRs to achieve a 20% upsurge in organic traffic for designated categories
- OKRs to improve Access control, management, and automation efforts
- OKRs to develop comprehensive responsibility maps for various job roles
- OKRs to enhance workforce competence through continuous development and upskilling
- OKRs to enhance support provided by change managers across all initiatives