Where: Online When: TBD

Time: 9AM—3PM (MT) Price: $595

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Take your XLA learning to the next level with the Essence of Experience training course presented by Flycast Partners and the Auslyn Group.

This 6-hour online course introduces Experience, what it is, and why it matters, setting learners on a solid path beyond ITIL, SLAs, and KPIs. This new perspective on service delivery and performance will keep you engaged and set you up for success.

For the course, we have created engaging in-class experiences to take learning from thinking to action, using interactive exercises to present the concepts of Experience Level Agreements (XLAs). Learners will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work within an organization. Participating in these group exercises will take the theory out of the classroom and into the real world.

There are no prerequisites for this course.

Course Materials

  • Course Manual Book (eBook or printed)

Course Objectives

  • Compare and contrast XLA with the more traditional KPI/SLA approach
  • Understand how XLAs align with service management
  • Introduce the Art & Science of Experience and the Experience Journey
  • Illustrate the proactive benefits of XLAs
  • Analyze real-life examples and case studies


There are no prerequisites for this course.

The full agenda is available HERE