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Our Experience Level Agreement (XLA®) Foundation training course will teach you to be proficient in the following:

  • Understand and recall the purpose of Experience Level Agreement (XLA®).
  • Understand and recall why Experience Level Agreement (XLA®) is important.
  • Understand and recall what the XLA® value drivers are.
  • Understand and recall the five D's, their purpose and how to utilise them within the experience management journey.

Our Experience Level Agreement (XLA®) Foundation training course syllabus will cover the following:

Section 1: Introduction to Experience Management and XLA®.

1.1. What is Experience Level Agreement (XLA®) Foundation?
1.2. Why is Experience Level Agreement (XLA®) Foundation important?
1.3. XLA® value drivers.

Section 2: The Experience Management Journey.

2.1. The 5 D's:

  • Define.
  • Discover.
  • Dream.
  • Design.
  • Deliver.

Section 3: Define.

3.1. Scope.
3.2. Commitments.
3.3. Purpose.
3.4. Positioning.
3.5. BHAG.

Section 4: Discover.

4.1. Experience.
4.2. Collaboration.
4.3. Business impact.

Section 5: Dream.

5.1. Ambition per organisation.
5.2. Ambition per service.
5.3. Gap analysis.
5.4. Roadmap.

Section 6: Design.

6.1. Experience.
6.2. Method.
6.3. Collaboration.
6.4. XLA®.
6.5. Experience Management Office (XMO).

Section 7: Deliver.

7.1. Taskforce.
7.2. Governance.
7.3. Tooling.
7.4. Reporting.

Our Experience Level Agreement (XLA®) Foundation training course will benefit several individuals and organisations. Including but not limited to:

  • Service Delivery Professionals.
  • Customer Experience (CX) Professionals.
  • Employee Experience (EX) Specialists.
  • Quality Assurance and Performance Management Teams.
  • Business Leaders and Executives.
  • Consultants and Advisors.
  • Entrepreneurs and Start-ups.
  • Anyone involved in managing or improving service delivery, customer experiences, or employee experiences within an organisation stands to benefit from our Experience Level Agreement(XLA®) Foundation training course.

Our Experience Level Agreement (XLA®) Foundation training course includes the following:

  • Pre-reading
  • Course Manual
  • Quizzes
  • Exercises

There are no entry-level requirements for our Experience Level Agreement (XLA®) Foundation training course.

There is no recommended reading for our Experience Level Agreement (XLA®) Foundation training course.

Experience Level Agreement Foundation (XLA®) Examination:

  • Duration: 60 minutes
  • Format: Online
  • Questions: 40
  • Question type: Multiple choice
  • Open/closed book: Open
  • Passing grade: 80% (32 of 40)
Proctored Exam
Experience Level Agreement (XLA®) Foundation Certificate

You may enjoy our three-day ITIL® 4 Foundation training course.

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses. Our ITIL® 4 Foundation training course is the starting point for the ITIL4 training pathway.

Our Experience Level Agreement (XLA®) Foundation training course offers several benefits to individuals and organisations. Including but not limited to:

  • Improved Customer Satisfaction: By understanding and implementing Experience Level Agreement (XLA®) Foundation principles, organisations can deliver better experiences to their customers, leading to increased satisfaction and loyalty.
  • Enhanced Employee Engagement: Experience Level Agreement (XLA®) Foundation training can empower employees with the tools and knowledge to prioritise user experiences.
  • Data-Driven Decision Making: Experience Level Agreement (XLA®) Foundation training equip professionals with the skills to collect, analyse, and interpret data related to user experiences, enabling informed decision-making and continuous improvement initiatives.
  • Competitive Differentiation: Organisations that prioritise user experiences through Experience Level Agreement (XLA®) Foundation training can differentiate themselves from competitors, leading to increased market share and revenue growth.
  • Increased Operational Efficiency: By setting clear expectations and targets for user experiences, our Experience Level Agreement (XLA®) Foundation training course can help streamline processes, reduce inefficiencies, and optimise resource allocation within organisations.
  • Risk Mitigation: Experience Level Agreement (XLA®) Foundation methodologies enable organisations to proactively identify and address potential issues or gaps in user experiences.
  • Adaptability and Innovation: Experience Level Agreement (XLA®) Foundation training fosters a culture of continuous improvement and innovation within organisations, encouraging experimentation, creativity, and agility in response to evolving customer needs.
  • Long-Term Business Success: Ultimately, Experience Level Agreement (XLA®) Foundation training contributes to long-term business success by driving customer loyalty, employee satisfaction, and organisational effectiveness, resulting in sustained growth and profitability over time.

Experience Level Agreement (XLA®) Foundation FAQS

The duration of our Experience Level Agreement (XLA®) Foundation training course is two-days.

INFORMATION

Experience Level Agreement (XLA®) Foundation Course Dates

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We Are Here To Help You Pass

All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.

We Are Flexible

We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.

We Are The Specialists

We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.

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Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager