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Online Masterclass – Introduction to XLAs

23 April, 9:30 am - 4:00 pm


In today’s modern economy, where 50% of the workforce is made up of millennials or younger and where money is now not the primary motivating factor, the famous quotation below has never been more important:

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

The Introduction to XLAs masterclass enables attendees to engage with skilled and expert facilitators to learn the unvarnished truth of the Art & Science of eXperience and how XLAs are changing the way we design and manage technology.

Facilitated by Neil Keating, Co-Founder and CEO of Bright Horse, who has been pioneering the pathway for improved employee experience since he started the company. Neil has worked in IT Services both internally and externally all his career and, having worked on creating multiple outsourcing contracts, is an expert in designing and managing IT Services to meet organisations changing experience needs. For the last 12 months Neil has been speaking at events around the UK helping organisations move from SLAs to XLAs and, with partners CitrusCollab, has helped create accredited Experience courses covering both the Art and the Science of employee experience.


What are the key benefits of attending?

This masterclass introduces Experience Level Agreements (XLAs) and uses interactive studies and exercises to nail down the concept of XLA, setting attendees on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.

Attendees will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organisation.

Target Audience

This event is aimed at the Beginner/Intermediate level.  This masterclass is for all professionals and organisations struggling to improve their customer and employee experience. Many have heard of XLAs, but just as many are looking at ways to improve traditional Service Level Agreements (SLAs).

What will it involve?

During the event we will cover:

  • Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together
  • Introduce the Art & Science of Experience and the XLA Framework®
  • Show how XLAs accurately measure moments over time and anticipating experience – prior to an incident
  • Walk through real-life examples, case studies and group exercises to take learning from thinking to action

Delivery Platform

This online Masterclass will be delivered using the Zoom platform and you can test your compatibility with Zoom here.

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

How much does it cost?

Places are available to itSMF UK members for £295.00 + VAT.

Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels, benefits and costs please click here.


Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
online remote


23 April
9:30 am - 4:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website