The Essence of Experience (XLAs)

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22nd September 2025 (1 Day)
9:30 AM - 1:30 PM GMT

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£450 each (exc. VAT) Price

Courses Content
Who Should Attend
Learning Outcomes
Requirements
Preparation

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The Essence of Experience (XLAs)

Overview

“People will forget what you said, people will forget what you did, but people will always remember how you made them feel.”

The Art and Science of Experience

In today’s modern world where 50% of the workforce is made up of ‘millennials’ or younger, and where money is scarcely the primary motivating factor, the famous quotation above has never been more pertinent…

The Essence of Experience (XLAs) Course

The Essence of Experience course, developed by the brilliant CitrusCollab enables attendees to engage with expert instructors to discover the Art & Science of experience and how XLAs are changing the way we design and manage technology.

“The Service Desk Institute is a globally recognised organisation, advocating the highest levels of performance and service within our industry.” – Patrycja Sobera, Unisys.

Course Content

This interactive one-day workshop we will cover:

An introduction and exploration of Experience Level Agreements (XLAs)

The concept of the XLA

Setting learners on a solid path beyond ITIL, SLAs, and KPIs, into a new perspective of XLAs and performance outcomes.

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

Who Should Attend

This 1-day course will suit all professionals and organisations looking to improve their customer and employee experience. It’s likely that attendees will have already heard of XLAs, however, this course will serve to provide practical guidance and application of XLAs, improving on the traditional Service Level Agreement (SLA).

Learners will require a basic understanding of IT Service Management principles and practices.

Outcomes

Practical Workshop Takeaways:

Document templates

Analysis exercises to aid planning

Advice and guidance from an experienced service and support practitioner

After the workshop delegates will be able to:

Acquire a practical understanding of XLAs

Explore how XLAs relate to the flow of work in an organisation

Compare and contrast XLAs with the traditional SLA/KPI concept

Discover how XLAs and SLAs can co-exist

Requirements

This is not a pre-recorded webinar and you will need:

A computer with a webcam (We ask that webcams are turned on throughout the duration of the course).

Microphone/headset .

High-speed internet connection .

Ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.

Preparation

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.

Find out more by visiting our bespoke and in-house training page.

Virtual - Login from anywhere

22nd September 2025 (1 Day)
9:30 AM - 1:30 PM GMT

Price: £450
each (exc. VAT)

£450 each (exc. VAT)

£450 (exc. VAT)

- +

Book Now

Virtual