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SUMMARY:Masterclass - XLA Design
DESCRIPTION: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). \nIn 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. \nIT teams might celebrate up time and resolution rates\, but what if the real outcomes aren’t being delivered? \nWith 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: \n\nHow can organisations accurately measure experience?\nWho should be responsible for it?\nHow do you know if the right outcomes have been achieved?\nWhat are Moments that Matter\, and why are they essential?\n\nFacilitated 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. \n\nBOOK YOUR PLACE \nWhat are the key benefits of attending?\n\nLearn what experience and XLAs really are\nUnderstand why good experience management is important to deliver the right outcomes for the business\nUnderstand the best practice frameworks and global industry standards\nKnow how to design and implement XLAs using proven industry methodologies\nGain practical knowledge in a hands on learning environment\n\nTarget Audience\nThis 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: \n\nService & Product Leaders\nExperience Managers\nService Managers\nEnd User Experience Teams\nOperational Staff (Service Desk\, EUC\, Support)\n\nWhat will it involve?\nThis 1 day hands on event is packed with actionable insights and practical guidance: \n\nDefinitions of Experience Management and XLAs\nGlobal standards and benchmarks\nProven frameworks and how to apply them\nReal-world experience measurement techniques\nXLA design and implementation steps\nHow to identify outcomes and leverage Moments that Matter\nWhat XMO skills might be needed to turn data into actionable insights\n\nDelivery Platform\nThis online Masterclass will be delivered using the Teams platform. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces for this event are available to itSMF UK members for £295.00 + VAT. \nNot 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. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/online-masterclass-xla-design-oct26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2019/09/Online_Event_D.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
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