Experience Advisory


The traditional model of Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) has evolved. Successful organizations are building on prior engagements and focusing on Experience Level Agreements or XLA’s to improve outcomes.

Download What Is Employee Experience and XLAs?

Used in ITSM Academy Experience classes, this paper takes a deep dive into Experience. Includes sample XLAs.

In partnership with XLACollab, ITSM Academy has two fixed priced packages, allowing you to begin your journey toward improved digital employee experience:

RAISE (Review, Analyze, and Improve Surveys that Exist):  A rapid, proven, and low risk way for IT service organizations, outsourcers, and managed service providers to begin their transformation journey. Evolve from: IT-centric to human-centric, SLAs to XLAs, User satisfaction to experience, Transaction outputs to business outcomes, Technical improvements to user experience improvements. Fixed price. Project delivered in two (2) calendar weeks.  

RISE (Rapid Integrated Solution for an Experience Journey): Enable and embrace Experience Level Agreements (XLAs). This service combines formal education courses, interactive workshops, and the XLACollab Experience Framework. Our team of experts works with you to develop a customized XLA creation and delivery system tailored to your existing - or promised - IT services. Once the XLA(s) are in place, we then co-create your Experience Management Organization (XMO) for measuring, interpreting, managing, governing, and improving the IT Services user experience. Fixed price. Project delivered in eight (8) calendar weeks.

Download the XLA Advisory Catalog | Download the Digital Employee Experience (XLA) Training Catalog 

Contact Us to learn more, schedule time with our Subject Matter Experts or receive a quote. 

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