XLA Pocketbook Series: Part 2

The XLA 6P Framework

People first

The XLA Pocketbook is both a theoretical and practical beginner’s guide to the art of XLA. In this blog series, we take you through the different chapters of the book. Part 2 of this series introduces you to the 6P Framework.

In 2022, Giarte developed the XLA 6P Framework for IT providers and consumers who want to derive greater value from IT services. The major difference between the 6P Framework and the XLA Standard, as described in our previous post, is that the standard focuses on the requirements for organizations that adopt XLA. The XLA 6P Framework offers guidance on how to fulfill these requirements. It comprises a way of thinking (perspectives), a way of working (practices and products), and a way of being (people, principles and propositions). The way of working is referred to as Experience Management (XM), which in turn is based on XLA

The XLA 6P Framework is for managers and practitioners concerned with the strategic value of IT services, with the engagement and agreement between providers and consumers, or with the operational service interactions. It is equally relevant for business functions that acquire and consume IT services, for an organization’s IT department or function, and for managed IT service providers or other external IT service providers.

The XLA 6P Framework
The XLA 6P Framework

The XLA Pocketbook offers a plethora of knowledge regarding the different elements within the 6P Framework and contains various case studies explaining how this framework can be used to derive more value from IT services. One of these elements is Practices. This is guidance on how to adopt and execute XLA. Practices are structured in the XLA Practice Areas. This is a continuous cycle that starts with the interaction between service consumer and provider, where value is co-created. The interaction is measured in terms of sentiment, performance and context. This data is assessed and compared to goals that have been set within the XLA. Any problems and possible solutions are explored, and agreements are made, after which the operating model is refined and, if necessary, restructured. For example, introducing a new role in a product team to understand user behavior regarding the product better. 

The XLA Practice Areas
Figure 2: The XLA Practice Areas

We go a lot deeper into the matter in the XLA Pocketbook, so for more examples and in-depth information order the XLA Pocketbook here.

Our next blog article focusses on creating a positive impact on people and their business. Missed out on our previous article? Read the article about a brief history of XLA here.