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XLA Academy
XLA Academy, we provide training to technology-driven organizations, including corporations, multinationals, Managed Service Providers, System Integrators, DEM and ITSM platform vendors, and legal firms. Training is an excellent way to embed the necessary skills within your organization.
Training Schedule
Features
Two Days
16 hours of Instructor-led training classes
16 hours of Instructor-led training classes
Case Study
Share relevant Industry Insights
Share relevant Industry Insights
By Practioners
Shares real-world experience
Shares real-world experience
Course Objective
- Learners will acquire a practical understanding of the anatomy of an Experience Level Agreement (XLA) and how it relates to the flow of work in an organization. In class:
- Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together
- Introduce the Art & Science of Experience, the Experience Optimization Framework™
- Show how XLAs accurately measure moments over time and anticipating experience – prior to an incident
- Walk through real-life examples along with case studies and group exercises to take learning from thinking to action
Course Agenda
Module 1:
Access to ITSM Academy’s Learner Portal – my.itsmacademy.com – extends the classroom experience with online content and tools
Module 2:
Digital learner manual (excellent post-class reference)
Module 3:
Reference Cards
Module 4:
Personal Action Plan
Module 5:
Study aids, review games and sample exams
Module 6:
Instructor-led education and exercise facilitation
Module 7:
Participation in unique in-class assignments
Module 8:
In-class exam preparation
Module 9:
Open book exam
Module 10:
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 & Certification
Learners earn their Experience Level Agreement (XLA) Champion certificate by achieving a passing score (65%) on a 30 minute, 10 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.
