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.
The Science of Experience
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 Science of Experience and how XLAs positively impact by accurately measuring moments in time and anticipating experience prior to an incident.
The link to business transformation is made through the Patterns-Possibilities and Pathways approach.
Real-life examples along with case studies and group exercises, take learning from thinking to action.
In Class :
Essence of eXperience Workshop
The XLA® Experience
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel."
~ Maya Angelou
Change is coming. Change is needed.
Gain meaningful insights to understand what and why.
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.
XLA is a registered mark of Giarte
The XLA® Experience
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.