XLA Foundation Certification

The XLA Foundation Certification is designed as a comprehensive introduction to employee and customer experience management and Experience Level Agreements (XLAs). It enables candidates to design, implement, govern, and manage XLAs using a structured best-practices approach rooted in experience science.

The certification focuses on measuring, analyzing, and improving both employee experience (EX) and customer experience (CX) across IT and digital services, moving beyond traditional SLA-driven performance metrics. By emphasizing outcome-based measurement, human-centered design, and perception-driven insights, the program helps organizations better understand how technology services are actually experienced by people.

Ultimately, the XLA Foundation Certification equips professionals with the knowledge and mindset required to foster a more human-centric IT environment-one that aligns service delivery with meaningful experiences for employees and customers while driving business value and trust.