XLA® and Experience Management Introduction – Online exam

The Xperience Level Agreement (XLA^®) Introduction Exam is designed to provide participants with an in-depth understanding of the XLA^® framework and its practical use in tech-driven organizations and ecosystems. The exam is offered by the XLA^® Consortium. Successful completion leads to the XLA^® Ambassador Certification provided to you by Van Haren Learning Solutions.

XLA^® is a commitment to apply Experience Management (XM) in tech-driven organizations, which is the discipline of designing, measuring, and improving the experiences provided to customers, employees, and other stakeholders. XLA^® is built on three technology management philosophies: Lean, ITIL, and Agile, which have influenced our way of working.

XLA^® is the missing piece of the puzzle, providing a framework that ensures "No Frustration". While Lean focuses on "No Waste", ITIL focuses on "No Chaos", and Agile focuses on "No Delay". XLA^® fosters curiosity, empathy, and courage to be customer-centric, making it an essential framework for those in IT, tech, outsourcing, and digital transformation.

The XLA^® Introduction Exam will test participants' knowledge of the XLA^® framework, including its philosophy, principles, and practical application. Participants who successfully pass the exam will receive the XLA^® Ambassador Certification, which demonstrates their expertise and commitment to applying XM in tech-driven organizations and ecosystems.

The XLA^® Consortium provides the necessary resources to prepare for the XLA^® Introduction Exam, including a pocketbook that explains the XLA^® framework and its practical use, as well as a glossary to ensure everyone is on the same page. The exam is ideal for those with an open mindset in IT, tech, outsourcing, and digital transformation, who want to enhance their knowledge and skills in XLA^®.

Examination and certification

The content of this training course ensures that you are sufficiently equipped to take the Introduction to Experience Management and XLA^® exam. To pass you must answer at least 70 percent of the multiple-choice questions correctly. After successfully completing the exam, you will receive an official XLA^® Ambassador certificate. This certificate proves that you have gained sufficient knowledge about the concepts of Experience Management and XLA^®.

Learning goals

·         Understand what Experience Management and XLA® are used for.

·         Understand why Experience Management and XLA® are important.

·         Understand the relationship between SLA and XLA®.

·         Understand the high-level structure of an XLA®..