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XLA Consultants offers a wide range of consulting services to serve a variety of businesses and clients. Whether you’re a small, local business or a multinational corporation, we can help you reach new levels of success.
Training Schedule
Features
Two Days
16 hours of Instructor-led training classes
Case Study
Share relevant Industry Insights
By Practioners
Shares real-world experience
Course Objective
- People will forget what you said, people will forget what you did, but they will never forget how you made them feel.
- In a recent poll, only 2.7 percent of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 87% responded that their SLAs are internally focused and are not about the customer, the employee or the experience.
- Experience Level Agreements (XLAs) are the foundation of a fresh and optimistic approach to managing the business of technology.
Course Agenda
Module 1:
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:
Module 2:
We compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together
Module 3:
We introduce the Art & Science of Experience, the XLA Framework®
Module 4:
We show how XLAs accurately measure moments over time and anticipating experience – prior to an incident
Module 5:
We walk through real-life examples along with case studies and group exercises to take learning from thinking to action
Exam & Certification
Certification: Learners earn their eXperience Level Agreement (XLA) Ambassador certificate by achieving a passing score (65%) on a 40 minute, 30 question examination.
FAQs
Are there any pre-requisites for this course?
An understanding of ITSM principles and practices is beneficial.
How do I need to take the exam?
TaUB Solutions will request the examinations together with your registration. The exam should be taken at the end of the course. Results are available within 5 working days.
