Take your XLA learning to the next level with an XLA Academy course from XLACollab. We

offer public open-enrollment training onsite and online, corporate on-site training, and custom-

built workshops on a variety of XLA related topics and areas.

This 4-hour course introduces Experience, what it is, and why it matters. In class we use

interactive exercises to nail down the concept of Experience Level Agreements (XLAs), setting

learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective on service delivery

and performance. Learners will acquire a practical understanding of the anatomy of an XLA and

how it relates to the flow of work in an organization.

Audience:

This Foundation course fundamentally targets the participants in the IT and business domains

who wish to take first steps in understanding the value of services and service delivery and the

“feelings” from the customers perspective. This course and the related certification can be

beneficial for the following roles:

• Executive Level Roles
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• Service Providers

Learning Objectives:

At the end of this course, participants will be able to:

We create engaging in-class experiences to keep you engaged, learn effectively, and set you up

for success.

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

Prerequisites:

None, although a familiarity with IT service delivery will be beneficial.

Course Materials:

The XLA Foundation course includes the following course components:

• Course Manual Book (eBook or printed)

Course Agenda: