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Essence of Experience

Learn the Art and Science of Experience

  • Improve your employee’s productivity and happiness

  • Enhance your company’s growth

  • Compare and contrast the modern experience level agreement (XLA) with the KPI/SLA approach, and show how they work together

  • Show how XLAs accurately measure moments over time and anticipating experience – prior to an incident

  • See real-world examples in case studies and group exercises, showing the power of an XLA on your company

Attendee Testimony

“Engaging, well facilitated, good mix of sessions to keep interest up” 

The Art and Science of Experience

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

Modern Times
Course Essentials
What's Needed

Course / Student Materials:

  • Instructor-led education and assignment facilitation

  • Pre-class resources

  • Learner Manual (excellent post-class reference)

  • Essence of Experience Reference Card

  • Participation in unique in-class assignments

  • Learner Personal Action Plan

  • Reinforcing memory exercises and study aids

  • Sample questions and exam preparation



An understanding of ITSM principles and practices is beneficial.


This is a 1 day course.


  • Course: £260, plus VAT 

  • Exam (if required): £70

Who will be your fellow participants?

This class is for all professionals and organizations struggling to improve their customer and employee experience. Many here had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs).


Learners will be equipped to earn their eXperience Level Agreement (XLA) Ambassador certificate by achieving a passing score (65%) on the 45-minute exam, consisting of 20 multiple choice questions.

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