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“People will forget what you said, people will forget what you did, but people will always remember how you made them feel.” – Maya Angelou
The SDI® Essence of Experience workshop explores how organisations can move beyond traditional SLA-based metrics to truly measure and improve the experience of the people they serve.
This intensive one-day workshop introduces Experience Level Agreements (XLAs) – a framework for defining, measuring, and improving user and customer experience in IT service delivery. It covers the principles of experience management, how to design XLAs, and how to use experience data to drive meaningful service improvement.
By the end of this workshop, you will be able to:
– Understand the concept of Experience Level Agreements (XLAs) and how they differ from SLAs
– Apply experience management principles to IT service delivery
– Design XLAs that measure what matters to users and customers
– Use experience data to identify improvement opportunities
– Understand the cultural shift required to move from SLA to XLA thinking
This workshop is suitable for:
– Service desk managers and ITSM professionals
– Customer experience and UX professionals in IT environments
– Anyone responsible for measuring and improving service quality
There are no formal prerequisites.
This is a workshop-format course. A certificate of attendance is provided. No examination.
All workshop materials are included in the course fee.
– SDI® Service Desk Manager (SDM)
– ITIL® 4 Service Level Management Practitioner
£595 +VAT per person
The XLA workshop is for IT service management professionals who want to move beyond measuring uptime and ticket volumes to understanding how users actually feel about the services they receive. Experience is the new frontier of service quality.
Have a look at when our next SDI The Essence of Experience (XLAs) is running.
Get in touch to talk about arranging a private SDI The Essence of Experience (XLAs) course for your organisation.
Fill out the form below, and we will be in touch shortly.
We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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