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Online Masterclass – XLA Design
This is a hands on practical 1 day masterclass has been created by the XLA Institute and designed to be unique to itSMF UK. The focus for this class is to help organisations understand what experience is, why it is important and key considerations when implementing experience measures/XLAs. Typical delegates will include people who are considering or already part of an experience initiative or are in front line of IT delivery or service management where they will have a key impact on experience (Service Managers, Service Desk Managers, Support Staff, End User Computing staff etc).
In today’s experience-driven economy, organisations are waking up to a critical truth: traditional performance metrics often paint a misleading picture. Known as the “Watermelon Effect”, services and products may appear green on the outside—meeting internal KPIs—while customers are left unsatisfied beneath the surface.
IT teams might celebrate up time and resolution rates, but what if the real outcomes aren’t being delivered?
With the global rise of Experience Management and Experience Level Agreements (XLAs), hundreds of companies are shifting focus from outputs to outcomes. But what does measuring experience truly involve? This immersive class will answer key questions:
- How can organisations accurately measure experience?
- Who should be responsible for it?
- How do you know if the right outcomes have been achieved?
- What are Moments that Matter, and why are they essential?
Facilitated by Neil Keating who has been pioneering the pathway for improved employee experience for many years. 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 8 years Neil has been speaking at events globally helping organisations move from SLAs to XLAs and has helped create accredited Experience courses covering both the Art and the Science of employee experience.
What are the key benefits of attending?
- Learn what experience and XLAs really are
- Understand why good experience management is important to deliver the right outcomes for the business
- Understand the best practice frameworks and global industry standards
- Know how to design and implement XLAs using proven industry methodologies
- Gain practical knowledge in a hands on learning environment
Target Audience
This event is aimed at the Beginner/Intermediate level. This masterclass is perfect for anyone looking to understand and apply XLAs—no prior experience required. Ideal for professionals involved in experience management initiatives or service delivery, including:
- Service & Product Leaders
- Experience Managers
- Service Managers
- End User Experience Teams
- Operational Staff (Service Desk, EUC, Support)
What will it involve?
This 1 day hands on event is packed with actionable insights and practical guidance:
- Definitions of Experience Management and XLAs
- Global standards and benchmarks
- Proven frameworks and how to apply them
- Real-world experience measurement techniques
- XLA design and implementation steps
- How to identify outcomes and leverage Moments that Matter
- What XMO skills might be needed to turn data into actionable insights
Delivery Platform
This online Masterclass will be delivered using the Teams platform.
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 for this event 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.
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