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.
Experience Level Agreements (XLAs) are the foundation of a
fresh and optimistic approach to managing the business of technology.
During class, learners acquire a practical understanding of the anatomy of an 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 Dream-Discover-Design phases of XLA, and how these are supported by automatic tooling.
The link to business transformation is made through the Patterns-Possibilities and Pathways approach.
Real-life examples cover new consumption-based sourcing arrangements, staff on-boarding, workplace experience, and enhancing the DevOps flow of work.
In Class Experience:
Essence of eXperience Workshop
XLA brings the ITIL 4 service value chain to life. Introducing the concept of experience level agreements 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.
Change is coming. Change is needed.
Gain meaningful insights to understand what and why.
Proudly delivered by ITSM Academy in partnership with CitrusCollab
The Home of XLA
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.
Workshop leaders are fiercely independent thinkers, who have a track record of using XLAs to achieve positive change in large organizations.