Tech can drive us crazy and delight us – and it is all around us. Until Giarte founded the Xperience Level Agreement (XLA®) for IT services in 2015, however, experience was usually not addressed when contracting IT services. XLA is the framework and commitment to apply Experience Management (XM) in tech-driven organizations. The field of XM and XLA has developed rapidly over recent years, yet a clear and concise source of information was previously unavailable. The XLA Pocketbook now offers guidance that meets this need. It is based on more than fifteen years of research, consultancy and training initially developed by Giarte, and is published by the XLA Consortium (in formation), Giarte and Van Haren Publishing on April 19th, 2023. The XLA Consortium is an independent foundation that facilitates the further development and adoption of Experience Management.
XM has never been more important, and XLA has revolutionized how we view end-user experience. XLA fosters customer-centricity through curiosity, empathy, and courage. To increase the contribution of XLA worldwide Marco Gianotten, founder of XLA and CEO of Giarte, is studying the possibility of laying down the standards and transferring them as soon as possible to the independent XLA Consortium that facilitates the further development and adoption of Experience Management.
Why should you use XLA for a better IT service experience? How do you embed XM in your organization? The XLA Pocketbook introduces the XLA 6P Framework and includes the official XLA Glossary of terms. But besides theoretical knowledge, the book also shares practical applications of Experience Management and elaborates on several case studies. The three technology management philosophies that influenced the XLA way of working are Lean, ITIL, and Agile. XLA is the missing piece of the puzzle.