Essence of Experience
This 4-hour course introduces Experience, what it is, and why it matters. In class, we use interactive exercises to nail down the concept of Experience Level Agreements (XLAs), setting learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective on service delivery and performance.
XLA Foundation
This 2.5-day course introduces best practices for embracing XLAs and transforming into an employee-focused organization. You will learn how to embed the Experience framework and articulate the value of an experience-based culture.
Mastering XLAs
The 8-hour course introduces the XLA Creation methodology. We take a deep dive on the two types of XLAs covering both the experience consumer’s and provider’s points of view. The course takes learners through an interactive case study and exercises to demonstrate the method and processes used.
Mastering the XMO
This 8-hour course takes learners through the XMO concepts, then explores an XMO’s scope, the roles required, a variety of science of experience management techniques, the art of experience interpretations, and dealing
with the experience ecosystem in an operational environment.