The Essence of Experience (XLAs) - Virtual

24 June 2024

“People will forget what you said, people will forget what you did, but people will always remember how you made them feel.”

The Art and Science of Experience

In today’s modern world where 50% of the workforce is made up of ‘millennials’ or younger, and where money is scarcely the primary motivating factor, the famous quotation above has never been more pertinent…


The Essence of Experience (XLAs) Course

The Essence of Experience course, developed by the brilliant CitrusCollab enables attendees to engage with expert instructors to discover the Art & Science of experience and how XLAs are changing the way we design and manage technology.

This 1day course introduces & explores Experience Level Agreements (XLAs). The lessons include use of interactive studies and exercises to nail down the concept of the XLA, setting learners on a solid path beyond ITIL, SLAs, and KPIsinto a new perspective of XLAs and performance outcomes. 


Virtual Course

This is a fully interactive, instructor-led training experienceEach delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

Virtual Course Times:  9:30am – 1:30pm UK time, with comfort/lunch breaks plus an exam after.


Who is the course for?

This 1-day course will suit all professionals and organizations looking to improve their customer and employee experience. It’s likely that attendees will have already heard of XLAs, however, this course will serve to provide practical guidance and application of XLAs, improving on the traditional Service Level Agreement (SLA). 



Learners will require a basic understanding of IT Service Management principles and practices.

Learning Outcomes

As part of the course, learners will:

  • Acquire a practical understanding of XLAs 
  • Explore how XLAs relate to the flow of work in an organization 
  • Compare and contrast XLAs with the traditional SLA/KPI concept
  • Discover how XLAs and SLAs can co-exist 
  • Explore the Art & Science of Experience and the XLA Framework 
  • Uncover how XLAs accurately measure moments over time, anticipating experiences 
  • Walk through real-life examples and case studies 
About the exam

About the Exam:

Pricing includes the ‘XLA Champion Exam’ fee 

  • The Exam is always completed online
  • Your Exam is included in the price of the course
  • The exam lasts for 45 minutes and is made up of 20 multiple choice questions
  • The pass mark is 65%

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