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HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
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Experience Management and XLA® Foundation

Deliver Experiences Your Customers and Employees will Remember

The Experience Management and XLA® Foundation course introduces the principles of experience management and Experience Level Agreements (XLAs®), helping IT leaders move beyond traditional service metrics to measure what matters most. Learn practical strategies for improving employee and customer experiences, aligning IT services with business outcomes, and creating meaningful value across your organization.

  • ⏱️ 3 Days

  • 📅 April 25-27, 2027

  • 🏅 Certification Included

  • 💲$2,199

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Key Takeaways from the Experience Management and XLA® Foundation Course

  • Understand the principles of experience management and why experiences matter in modern IT service delivery.

  • Learn how Experience Level Agreements (XLAs®) complement traditional service level metrics by measuring human outcomes.

  • Discover practical techniques for designing, measuring, and improving employee and customer experiences.

  • Explore how experience data supports better decision-making and continuous service improvement.

  • Build a foundation for leading experience-focused initiatives across your organization.

Who Should Attend

  • IT leaders, service managers, and support professionals responsible for improving service quality and customer experience.

  • Professionals interested in experience management, Experience Level Agreements (XLAs®), and modern service management practices.

  • Anyone looking to better understand how employee and customer experiences influence business outcomes.

Course Includes

Instruction, and online certification exam.

Build the Skills to Create Exceptional Service Experiences

Explore

  • Establishing the experience landscape
  • Q.S.T.A.C
  • Identifying experience indicators
  • The cat-and-mouse of sentiment analysis

Envision

  • Experience ambition
  • The staged experience
  • Bridging versus extending as a strategy
  • The XLA architecture
  • Mapping XLAs to the five economic values
  • The metrics of experience management compared to service management
  • Abstract laddering of employee experience

Enable

  • The role of technology
  • Configuring the building blocks of an XLA
  • The XRM (Experience Reference Matrix)

Execute

  • Communications strategy
  • The XMO (Experience Management Organization)
  • The Güngör model for XLA versus SLA comparison
  • The importance of dark sentiment

Embrace

  • The XLA ecosystem
  • The gravity to average performance
  • Experience parity

The Course Is Just the Beginning

Start with the Experience Management and XLA® Foundation course, then explore how organizations are putting experience-focused service management into practice throughout the Experience Management track.

Experience Management Conference and Track

Experience management is becoming an increasingly important focus for IT service and support organizations. As businesses look beyond traditional service metrics, understanding the experiences of employees, customers, and users can help IT teams identify opportunities to improve service delivery and create greater business value.

At HDI Service & Support World, the Experience Management track enables IT leaders and service professionals to explore the latest ideas, strategies, and practices shaping experience-focused service management. Sessions within the track can help attendees understand how

experience management, Experience Level Agreements (XLAs®), experience metrics, and user-centered approaches are influencing modern IT service and support.

Why Experience Management Matters

Traditional service management often focuses on measures such as response times, resolution times, and service levels. While these metrics remain valuable, they do not always capture how employees, customers, or users actually experience a service.

Experience management adds an important human perspective. It helps organizations consider whether their services deliver the outcomes and experiences that matter to the people using them.

By focusing on experience, IT teams can:

  • Better understand employee and customer expectations.
  • Identify gaps between service performance and user experience
  • .Develop more meaningful experience-focused metrics.
  • Connect IT services with business and user outcomes.
  • Support continuous improvement initiatives.
  • Create service experiences that deliver greater value.

Explore Experience Management at HDI Service & Support World

The Experience Management track provides an opportunity to connect with industry professionals, learn about emerging experience-focused practices, and discover how organizations are evolving their approach to IT service management.

For professionals who want to build on the foundation gained through the Experience Management and XLA® Foundation course, the Experience Management track offers additional opportunities to learn, connect, and see these concepts applied in practice.

Explore the Experience Management track at HDI Service & Support World and discover how a stronger focus on experience can transform the way IT services are measured, managed, and improved.