Course description
This half-day training course introduces the concepts of Experience Management and XLA®. XLA® is an abbreviation for Xperience Level Agreement. An XLA® is an agreement with the aim to create a desired result in three areas: employee experience, collaboration
and business impact. XLA® connects technical performance, as agreed in an SLA, with customer perception across all IT interactions. It is based on the view that we should do what really matters from the customer's or end user's perspective. Experience
Management works on the basis of continuous improvement.
Examination and certification
The content of this training course ensures that you are sufficiently equipped to take the Introduction to Experience Management and XLA® exam.
To pass you must answer at least 70 percent of the multiple-choice questions correctly. After succesfully completing the exam, you will receive an official XLA® Ambassador certificate. This certificate proves that you have gained sufficient knowledge
about the concepts of Experience Management and XLA®.
Learning goals
- Understand what Experience Management and XLA® are used for.
- Understand why Experience Management and XLA® are important.
- Understand the relationship between SLA and XLA®.
- Understand the high-level structure of an XLA..
