Immerse into the how - and why - of growing an XLA from a concept to reality. Move beyond traditional SLA/KPI practices towards XLA/Performance Outcomes. Create a new and meaningful dialogue with the customers of technology.
Snapshot
Value Co-Creation
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Experience Level Agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology.
Learners acquire a practical understanding of the anatomy of a eXperience Level Agreement (XLA) and how it relates to the flow of work in an organization. We compare and contrast XLA with the more traditional KPI/SLA approach. We cover the Art & Science of Experience and how XLAs positively impact by accurately measuring moments over time and anticipating experience prior to an incident. Real-life examples along with case studies and group exercises, take learning from thinking to action. The one-day Essence of Experience course builds confidence about the future by putting learners on the road to XLA success.
In Class Experience:
Essence of eXperience Workshop
eXperience Level Agreements (XLA) brings the ITIL 4 service value chain to life. Introducing the concept of XLAs promotes ITIL 4 from a collection of practices to a journey of co-creating rewarding experiences for your customers.
This class is for all professionals and organizations interested in improving the delivery of valuable experience to employees and customers. An understanding of ITSM principles and practices is beneficial. The class is designed to prepare attendees to work in the world of XLAs; to understand how they are determined, designed, implemented, managed and maintained. Practitioners concerned with the customer and/or employee experience will benefit. Leaders interested in accelerating the flow of work from concept to outcome should participate.
Prerequisites
Change is coming. Change is needed. Gain meaningful insights to understand what and why.
Proudly delivered by ITSM Academy in partnership with CitrusCollab
A desire to improve dialogue between customers, and colleagues so that more rewarding solutions are delivered. A basic understanding of ITSM, in particular, Service Design processes is helpful, but not essential.
Audience:
Instructors
Workshop leaders are fiercely independent thinkers, who have a track record of using XLAs to achieve positive change in large organizations.