Sales Objectives

IT Objectives

  • IT departments and IT Services companies need to stay competitive by improving their key operational metrics and offer better value to customers
  • IT Objectives are ambitious goals that motivate the team to achieve solid progress within the desired period, typically a quarter
  • Objectives are qualitative directional statements - Eg. Accelerate new user onboarding
  • IT Objectives typically include areas like - Help Desk Efficiency, Customer Satisfaction, Enterprise Security, Utilization Rates and New User Onboarding etc
Sales Key Results

IT Key Results

  • Key Results are the means to achieve an objective (The “How to achieve”)
  • Key Results should be measurable, tracked regularly, ambitious, yet achievable
  • A good IT Key Result example would be,”Resolve 80% of the tickets through “in-app” messaging for the Top 10 applications” .

IT OKR Examples

  • Improve Customer Satisfaction

    37%

  • Resolve 80% of the tickets through “in-app” messaging for top 10 applications

    0% 80% 48%

  • Increase the CSAT score from 3.25 to 4.0

    3% 4%

  • Reduce MTTR (Mean Time to Resolve) to 2 business hours

    6 Hour(s) 2 Hour(s) 4 Hour(s)

  • Enhance Security Across the Enterprise

    46%

  • Reduce MTTD from 5 Min(s) to 2 Min(s)

    5 Min(s) 2 Min(s) 3 Min(s)

  • Reduce MTTC from 10 Min(s) to 5 Min(s)

    10 Min(s) 5 Min(s) 9 Min(s)

  • Train 100% of employees on cybersecurity awareness

    0% 100% 30%
    404060 60 60

  • Reduce MTTR (Mean Time to Resolve) to 30 Minutes

    70 Min(s) 30 Min(s) 43 Min(s)

  • Boost Help Desk Efficiency

    33%

  • Increase technician utilization rate to 80%

    40% 80% 48%

  • Increase FCR (First-contact Resolution rate) from 50% to 80%

    50% 80% 68%

  • Reduce recategorized tickets from 12% to 5%

    12% 5% 11%

  • Reduce reopen rates from 10% to 2%

    10% 2% 7%

  • Accelerate New User Onboard

    40%

  • Onboard new users in 90 minutes of receiving requests from HR

    0% 100% 60%
    404060 60 60

  • Develop 10 self-help onboarding videos

    2 10 4

  • Increase coverage of active directory integration to 100% apps.

    0% 100% 36%