+1-954-491-3442
http://itsmacademy.com
info@itsmacademy.com
The Experience Framework® is a registered trade mark of XLACollab. All rights reserved.
...in our classrooms - or yours!
Public
Corporate
Courseware Licensing
ITSM Academy Digital Employee Experience Training Catalog
Experience Level Agreement (XLA) Courses and Badges
"Individuals are exercising their power at a level not witnessed before. Whether they are consumers or colleagues, every interaction with you is a chance for them to vote with their wallet or their feet. That vote is primarily emotional. They can choose to invest in you, tolerate you, or walk away.” - Alan Nance, XLACollab
ITSM Academy is proud to be a XLACollab Elite Global Partner
Engage with skilled and expert instructors to learn the unvarnished truth of the Art & Science of Experience and how XLAs are changing the way we design and manage technology. In Class Experience: Learners will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization. In class we: 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 XLA Framework® 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 Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Essence of Experience Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher 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 to improve on their traditional Service Level Agreements (SLAs). Prerequisite: An understanding of ITSM principles and practices is beneficial Certification: Learners are equipped to earn their Experience Champion certificate by achieving a passing score (65%) on the 30-minute exam, consisting of 10 multiple choice questions.
This 4 hour course introduces Experience Level Agreements (XLAs). In class we use interactive studies and exercises to nail down the concept of XLA, setting learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.
People will forget what you said, people will forget what you did, but people will always remember how you made them feel.
Essence of Experience The Art and Science of Experience
In an ongoing poll, only 1.8% of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 94.5% responded their SLAs are internally focused and are not about the customer, the employee or the experience.
This 2.5-day course introduces best practices for embracing Experience Level Agreements (XLAs) and transforming into an employee-focused organization. You will learn how to embed the Experience framework and articulate the value of an experience-based culture. In Class Experience: At the start of class, learners take our Quick Start Assessment to understand current baseline, which we reference as we guide you through each phase of the Experience Framework. The hands-on activities not only allow you to understand the necessary steps within each phase of the framework (Envision, Enable, Execute & Embrace) but also to identify the next steps in your Journey. Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Essence of Experience Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher Prerequisite: Essence of Experience is recommended, but not required Certification: Learners are equipped to earn their XLA Ambassador certificate by achieving a passing score (65%) on the 45-minute exam, consisting of 20 multiple choice questions.
Experience (XLA) Foundation
This 8-hour course introduces the XLA Creation methodology. We take a deep dive on the two types of XLAs covering both the experience consumer’s and provider’s points of view. The course takes learners through an interactive case study and exercises to demonstrate the method and processes used. In Class Experience: Learners acquire a practical understanding of XLA development, including real life challenges they may face in implementing those XLAs. Using a case study, learners are taken through the steps to understand what current Experience data is needed, how to get it, where to get it and how to analyze it. Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher Prerequisite: Essence of Experience or XLA Foundation Certification: Learners will be equipped to earn their XLA Master certification by achieving a passing score on the 60-minute exam, consisting of 40 multiple choice questions.
Mastering XLAs
This 8-hour course takes learners through the XMO concepts, then explores an XMO’s scope, the roles required, a variety of Science of Experience management techniques, the Art of Experience interpretations, and mastering the experience ecosystem in an operational environment. This class is for all professionals and organizations ready to move past concepts and to put XLAs and experience management into operation. In Class Experience: Learners acquire a practical understanding XMOs, including best practices and potential challenges. We conclude with an exciting capstone exercise simulating a 9-month XMO operation in which a variety of experience issues arise, are investigated and action determined to pull together all that has been learned. Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher Prerequisite: Essence of Experience or XLA Foundation Certification: Learners will be equipped to earn their XMO Master certification by achieving a passing score on the 60-minute exam, consisting of 40 multiple choice questions.
Mastering the XMO (Experience Management Office)
Text
Additional Resources: ITSM Professor Blog - a WEALTH of knowledge published weekly, since 2008 Webinar Archives - Monthly since 2007 ITSM Academy Resource Center
The Story of the Academy Today, ITSM Academy is widely recognized for its expertise in multiple IT frameworks (ITIL, DevOps, Agile Service Management, Lean) and, more importantly, how they work together. But that's not where we started. The founders of ITSM Academy “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. As the first wave of IT Service Management (ITSM) and ITIL reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here. We had to get our arms around this! So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another... To help fill the void, in 2003, we founded ITSM Academy and set our sights on developing "Americanized" training content and achieving Accreditation. From the start, we were committed to building content of the highest possible quality. By 2005, we had developed in-house, all available ITIL Training, including Service Manager. Read more of the story here... By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us? “Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” Sounds nice, but can we back that statement up? We don’t need to. Our 100,000+ (and growing!) alumni do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information. Read more of the story here...
Read More
ITSM Academy We are a female owned small business, established in 2003. Our extensive catalog includes accredited and sustainable ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA) training and education. Our business values are founded on trust, loyalty, professionalism and long term relationships. ___________________________ Instructors Every ITSM Academy instructor is certified to the highest levels in the areas they train. They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this engaging training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. ___________________________ Accreditations All of ITSM Academy’s Certification Courseware is developed in-house and is accredited by independent, international organizations. ___________________________ Game On! - Interactive Learning Involves students in active learning, using the engaging qualities of a game, fueled by our Subject Matter Expertise. ___________________________ Courseware Licensing In addition to our public and corporate/onsite training, our Courseware - which we develop in-house - is available for licensing under our flexible Licensing Program, including Train-the-Trainer (for qualifying organizations). ___________________________ my.itsmacademy.com Portal - extends the classroom experience for our learners and provides everything our authorized trainers need to prepare for and teach our classes. ___________________________ Professional Education Hours (PDUs/CPEs/CEUs): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Attendees earn Continuing Professional Education (CPE) hours which can be reported to PMI or to organizations such as ISACA.