"People will forget what you said, people will forget what you did, but they will never forget how you made them feel."
In an ongoing poll, only 1.8% of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 94.5% 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. 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 outcomes.
Engage with skilled and expert instructors to learn the unvarnished truth of the Art & Science of Experience and how XLAs are changing the way we design and manage technology.
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 XLA 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
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We are a certified woman-owned small business, established in 2003. ITSM Academy provides IT Service Management (ITSM) education and advice in public, corporate onsite and virtual classrooms. We've built our model so that our training is interesting, interactive and sustainable. Our business values are founded on trust, loyalty, professionalism and long term relationships. ...educate and inspire is not just ITSM Academy’s corporate slogan, it speaks to our core mission and goal.