XLA® Online Certifications

Measure & Improve The Overall Experience Of End-Users / Customers

Experience Level Agreement (XLA®) Foundation Online

Experience Level Agreements (XLAs) are a framework used by organisations to measure and improve the overall experience of end-users or customers, going beyond traditional Service Level Agreements (SLAs). While SLAs focus on technical performance metrics like uptime or response times, XLAs concentrate on how services impact the user's experience, satisfaction, and engagement. These agreements emphasise the quality of the experience from the user’s perspective, aligning IT services with business outcomes and human-centered metrics such as user satisfaction, productivity, and emotional response. XLAs aim to create a more holistic approach to service management by focusing on the end result: delivering a positive, seamless experience for users.

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Testimonials

Don't Just Take Our Word For It

Purple Griffon recently delivered 2 service management courses for the MOD and we all found it to be a very positive experience. The Company is very professional, with extremely knowledgeable and experienced trainers, who have real world skills.

Garry Jones - Procurement Manager, MOD

It was a beast of a course but very rewarding. Thanks for the assistance around the booking - the customer service was excellent. I no longer have to hide behind my project management team and can say loud and proud I am a PRINCE2® practitioner!

Matthew Slater - Service Delivery Manager, InTechnology

The training was organised well, administrative help was quick and relevant which made the information gathering and training preparations fast & easy. The trainer was knowledgeable and experienced. We’ve received very good feedback.

Karolina Manka - Training Specialist, Accenture

I passed! which I must admit was 100% down to your trainer Bob. He gave us enough stories and tips to get me through it and sometimes the stories sink in better than anything else. Thanks again, I'd definitely use your company again because of him.

Tracy Iqbal - IT Assistant, MacRoberts

Feedback from staff has been positive and you have helped us to effectively embed the ITIL® framework into our working processes and achieve key organisational goals. We look forward to continuing with rest of our ITIL® courses throughout the year.

Max Khalid - ITSM Specialist, London Programme for IT

I have self-funded several courses with Purple Griffon, and passed all of my exams to gain ITIL® Expert accreditation. This wouldn't have been possible without the help from the team and tutors. This makes Purple Griffon my first choice of training provider.

Sarah Jamieson - Individual , Self-Funded

Excellent course material and exercises and discussion facilitate learning in the classroom. Managed to pass all exams of courses taken with Purple Griffon! And I believe on this latest course a 100% pass rate from all delegates on the course!

Rob James - Individual, Self-Funded

Great company and Steve is a really knowledgeable guy as well!

Maurits Van Der Plas - Director, Van Haren Learning Solutions

I could not find any other training exclusively focused on the IT SDM roles and responsibilities elsewhere, making this course possibly the best IT SDM training in the world! I consider this course among the top courses I've had the pleasure of attending.

Michael Hilliker - IT Branch, Gouvernement Du Canada

The free "Introduction To The World Of The Service Desk" provided a great insight into the world of IT Service Management. Excellent slides.

Chinonyerem Mpamah - Learner, Self-Funded

I have been using Purple Griffon since 2013 after taking a course with another company and didn't receive the best experience. Since 2013 I haven't used anyone else. Excellent courses and very personable trainers and high pass rates.

Terry Wilder - Learner, Self-Funded

The Purple Griffon E-Learning study material is very complete, and prepared me for the exam in an excellent way. I am happy to have used the Purple Griffon material and I am planning to do so again in the near future.

Louis Rademaker - Learner, Self-Funded

I've taken classroom training via Purple Griffon and their exceptional team on several occasions. In my case it has been ITIL® based and I can only recommend their services.

David Barrow - Learner, Self-Funded

From what I see the course for CDS is well organised and staff that prepared the materials are really looking for their students to pass the exam with good marks. I wish that whenever I need extra help the staff will help me immediately

Fawaz Yelda - Professional, Control Risks

I got studying material from Purple Griffon and the quality is more than good. Good work!

Sergio Enriquez - Learner, Self-Funded

Very good training provider and the instructor was very knowledgeable

Nigel Rooms - Professional, CDW

Great training - passed my ITIL® exam!

Luca Bakshi - Technical Analyst, Trayport

I found the ITIL® 4 Foundation online training course very good and easy to follow. I think good values.

Keith Brain - Individual, Self-Funded

The Digital Twins Basics Online Workshop (60 Minutes) was simple and the content was easy to understand.

Titilayo Iya Y - Individual, Self-Funded

XLAs aim to create a more holistic approach to service management by focusing on the end result: delivering a positive, seamless experience for users.