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The Experience Framework® is a registered trade mark of XLACollab. All rights reserved.
...in parntership with XLACollab
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ITSM Academy Digital Employee Experience Consulting Catalog
Who we help Organizations focused on effective use of technology to enable employee happiness Enterprise organizations with a desire to embrace technology to improve their current employee experience Enterprise Technology organizations wishing to include employee experience in their agreements with IT services providers Managed Service Providers and Technology services outsourcers wishing to differentiate themselves by providing positive customer experience as a service offering
Download What Is Employee Experience and XLAs? Used in ITSM Academy Experience classes, we take a deep dive into experience - including sample XLAs.
Working together to create a valued and valuable employee experience for your business… Combining what you know well with what we know differently.
"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 an Elite Global Partner
With our partner, XLACollab, ITSM Academy offers a full range of Experience consulting. These are proven, rapid solutions. XLACollab is an advisory and consultancy focused on accelerating our clients' experience journey. Building on our Experience Framework, we help our clients determine current experience landscape, identify patterns and possibilities for improvement, creating XLAs and XMOs.
Our XLACollab RAISE (Review, Analyze, and Improve Surveys that Exist) Service is a rapid, proven, and low risk way for IT service organizations, outsourcers, and managed service providers to begin their transformation journey. Evolve from: IT-centric to human-centric SLAs to XLAs User satisfaction to experience Transaction outputs to business outcomes Technical improvements to user experience improvements RAISE addresses systemic problems found in traditional IT service provider surveys. Traditional IT Customer Satisfaction (CSAT) service surveys are commonly written from the technical measure point of view and are designed to solicit feedback regarding user acceptance or rejection of a transaction triggered from an event or per a regular recurring period. CSAT survey questions are generally crafted to provide evidence that the contractual measures are being met rather than having met user expectations from the user point of view. This typically results in either not asking the right questions needed to be asked or asking the right questions but in the wrong way. The RAISE project provides a thorough analysis of existing IT technical measures and performance indicators, CSAT, Net Promoter Score (NPS), and other user experience related survey feedback results to date, and the survey questions soliciting that feedback. Our recommended and specific changes to each of the existing survey questions will enable IT services providers to have more accurate, reflective, and insightful survey feedback to better understand how people feel about and expect from IT so that service or other improvements can be made. The RAISE Service is offered for a fixed price, with a duration of two (2) calendar weeks. The project is conducted remotely with no travel expected, required, or priced. Contact us to receive your quote. #JointheExperience #growakiwi
RAISE™ Service Overview
Our XLACollab RISE (Rapid Integrated Solution for an Experience Journey) Service is a rapid, proven, and low risk way for IT service organizations, outsourcers, and managed service providers to enable and embrace Experience Level Agreements (XLAs). Combining formal education courses, interactive workshops, and the XLACollab Experience Framework, the RISE Project develops a customized XLA creation and delivery system tailored to your existing or promised IT services. The XLA creation and delivery system describes the various experience measures for your experience ambitions for the IT Services. An Experience Management Organization (XMO) for measuring, interpreting, managing, governing, and improving the IT Services user experience is designed. Project Objectives and Deliverables: Define which IT Services Experiences will be addressed by an XLA Develop the IT Services Experience vision, ambitions, business outcomes, commitments to deliver those outcomes, and an implementation strategy Conduct experience training courses for selected project participants, XLA solution architects, and XMO delivery personnel covering the Essence of Experience, XLA Foundation, Mastering XLAs, and Mastering the XMO Design a standard operationally and contractually valid XLA creation and operational delivery system for the Experience(s) selected Develop requirements for a sentiment survey program and determine survey modes Design an XMO and train assigned personnel how to gather measures required for the XLA, how to interpret the experience delivered, and how to manage and govern experience improvements Develop the necessary experience tool, dashboard, and database requirements for the development, deployment, operationalization, and governance phases of implementation The RISE Service is offered for a fixed price, with a duration of eight (8) calendar weeks. The project is conducted remotely with no travel expected, required, or priced. Contact us to receive your quote. #JointheExperience #growakiwi
Download What Is Employee Experience and XLAs? Used in ITSM Academy Experience classes, a deep dive into experience - including sample XLAs.
RISE™ Service Overview
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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...
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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.