Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together
Introduce the Art & Science of Experience, the Experience Optimization Framework™
Show how XLAs accurately measure moments over time and anticipate experience - prior to an incident
Walk through real-life examples along with case studies and group exercises to take learning from thinking to action

Delivery: For 8 hours, learners are immersed in material that is presented in a fun, practical manner using exercises and real-world examples.

Course Agenda:

Why is Experience important?
The Arts and Science of Experience
How to measure Experience
Experience Management Framework™
XLA Stack™
Building Experience Ambitions (Practical Exercise)
Experience and ITSM
What are Experience Level Agreements (XLAs)
XLAs v SLAs
XLA Versions
XLA Structure
Building an XLA (Practical Exercise)
An introduction to the Experience Optimization Framework Journey™

Who will be your fellow participants?: This class is for all professionals and organizations struggling to improve their customer and employee experience. Many here had heard of XLAs, but just as many found this training while searching for ways to improve their traditional Service Level Agreements (SLAs).

Course / Student Materials:

Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools

Digital learner manual (excellent post-class reference)
Reference Cards
Research Paper - WhatIs? Digital Employee Experience
Learner Personal Action Plan
Study aids, review games and sample exams

Instructor-led education and exercise facilitation
Participation in unique in-class assignments
In-class exam preparation
Open-book exam

The class is designed to prepare attendees to work in the world of XLAs; learners leave class with a broad understanding of how XLAs are determined, designed, implemented, and managed.

Prerequisites: An understanding of ITSM principles and practices is beneficial. A keen interest in learning the Art & Science of experience is preferred.

Certification: Learners earn their XLA in a Day certificate by achieving a passing score (65%) on a 30-minute, 20-question open-book examination.

Instructors: As with all ITSM Academy training, our instructors have years of hands-on IT Practitioner experience, enabling them to intertwine theory and real-life stories and scenarios effectively. Using the highest quality content, this training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. Workshop leaders are fiercely independent thinkers who have a track record of using XLAs to achieve positive change in large organizations.

Course Logistics - All ITSM Academy courses, including this one, can be:

Delivered in our Live, Virtual Classroom: Log in with the instructor and the other students - no travel!
Sourced through our Courseware Licensing Program (for qualifying organizations)
All ITSM Academy courses, including this one, can be presented at your location - Contact Us, or phone 954. 491. 3442 or use the chat below