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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

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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

In today’s economy, where 50% of the workforce is made up of millennials or younger, and money is no longer the primary motivating factor, the famous quote above has never been more important.

For many, an important drive in their decision to apply for/accept a job offer is their potential experience with the company. They want to know that a company will care for them and their use of resources or technology with the company.

What’s Needed

The Essence of Experience course, from our Experience partners, and co-creators, XLACollab and delivered exclusively by Bright Horse, enables attendees to engage with skilled and expert instructors to learn the Art & Science of eXperience and how XLAs are changing the way we design and manage technology.

This 1 day course introduces Experience Level Agreements (XLAs). We use interactive studies and exercises to nail down the concept of an XLA, setting learners on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes. 


In class, we will Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together.

We will introduce the Art & Science of Experience and the XLA Framework®, and show how XLAs accurately measure moments over time and anticipating experience – prior to an incident. 

Lastly, we will walk through real-life examples, case studies and group exercises to take learning from thinking to action.

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.

Upcoming Essence of Experience Courses

16th February, 2022

Essence of Experience FAQs