Essence of eXperience- XLA

Essence of exp

The Essence of eXperience (XLA) Certification

People will forget what you said, people will forget what you did, but they will never forget how you made them feel


Citrus Collab



One Day

One Day

8 hours of Instructor-led training classes


Case Study

Share relevant Industry Insights


By Practioners

Shares real-world experience

Course Objective

Essence of eXperience – (The Art and Science of Experience)

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 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.

The world is moving on from process to experience. Organizations that do not take this on board and change accordingly face irrelevance. The one-day Essence of Experience course builds confidence about the future by putting learners on the road to XLA success.

The focus of the course is to use interactive cases and exercises to nail down the concept of XLA, what it is, and what it isn’t. Understanding the move to business outcomes based on how an organization makes employees and customers feel is (or should be!) a powerful catalyst for change.

This course sets learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.  Engage with skilled and expert instructors to learn the unvarnished truth of the science of eXperience and how XLAs are changing the way we design and manage technology for better and forever.


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:

  • We compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together
  • We introduce the Art & Science of Experience, the XLA Framework®
  • We show how XLAs accurately measure moments over time and anticipating experience – prior to an incident
  • We walk through real-life examples along with case studies and group exercises to take learning from thinking to action

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

Target Audience

Who will be your fellow participants?: This class is for all professionals and organizations struggling to improve their customer and employee experience. Many here had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs).

Course / Student Materials:

  • Digital learner manual (excellent post-class reference)
  • Sample documents and templates
  • Reference Cards
  • Personal Action Plan
  • Memory exercises, study aids and sample exams
  • Instructor led education and exercise facilitation
  • Participation in unique in-class assignments
  • In-class exam preparation
  • Exam voucher

The class is designed to prepare attendees to work in the world of XLAs; to understand how they are determined, designed, implemented and managed.  


Exam and Certification

Certification: Learners earn their eXperience Level Agreement (XLA) Ambassador certificate by achieving a passing score (65%) on a 40 minute, 30 question examination.

Copyright:  XLA is a trademark of Giarte Media

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