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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.

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Training Schedule

Please contact for more details


Two Days
16 hours of Instructor-led training classes
Case Study
Share relevant Industry Insights
By Practioners
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 – – 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


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.

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The session was delivered effectively. It was very interactive with on the job examples. I learned a lot and plan to implement them. Thanks Suresh GP for such a wonderful session.

Sheethal Sudheer BRMPBRM, Business Owner DevSecOps tools, Digital Transformation, Process Management

It was a very interactive session with a lot of real life examples. Very good and informative session by
Suresh GP

Vijaykumar TCVice President - Citi Technology Infrastructure

The CBRM training offered through TaUB Solutions is an excellent course. I first heard Suresh speak a few years back at the BRMConnect conference and taking this course solidified my opinion and respect of Suresh’s vast knowledge of BRM discipline

Michelle Day, CBRM®Director, Business Relationship Management

The training was absolutely fantastic, Extremely valuable.
It changes the way we look at SRE. Suresh was BEST instructor you could ask for, more importantly,
he was helping with real world problems based on his experiences.

Praveen PatilSenior Engineering Manager at Lowe's Companies, Inc.