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ITSM Academy

The Essence of eXperience (XLA) Workshop

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The Essence of eXperience (XLA) Workshop

Contact us:

Product Description

Essence of eXperience

Experience Level Agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology. The Essence of eXperience Workshop immerses attendees in understanding the how - and why - of growing an XLA from a concept to reality. This sets learners on a path beyond traditional SLA/KPI practices towards XLA/Performance Outcomes, encouraging a new and meaningful dialogue with the customers of technology.  

In Class Experience: 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.

This is a non-certification course and so can be tailored to the needs of your organization. Time can be devoted, for example, to discussion and planning activities in the desired section(s). 

In this workshop, learners produce tangible deliverables. Come prepared to roll up your sleeves and participate in this highly-experiential workshop.

Delivery: For 8 hours, learners are immersed in material that is presented in a fun, practical manner using exercises and real-world examples.

Audience: 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 and managed. Practitioners concerned with the customer or employee experience will benefit. Leaders interested in accelerating the flow of work from concept to outcome should participate.

Course / Student Materials: The curriculum is delivered using the XLA Method Box, which is a specifically designed set of cards to help understand concepts. The XLA approach has been made accessible through a real-life case study, the Amazing Journey. The workshop includes a skill assessment, a suggested development/accreditation path, as well as a mock-up of supporting technology.

Prerequisites: 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.

Instructors:  As with all ITSM Academy training, our instructors 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 training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge.  Workshop leaders are fiercely independent thinkers, who have a track record of using XLAs to achieve positive change in large organizations. 

Course Logistics - All ITSM Academy courses, including this one, can be: 

  • Presented at your location
  • Sourced through our Courseware Licensing Program (for qualifying organizations)

Contact Us, or phone 954. 491. 3442 or use the chat below.  Download print sheet.  

This course is proudly delivered in partnership with CitrusCollab.

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