XM and XLA® Practitioner
About the best practice
| IP owner: | XLABS B.V. |
| Accreditation institute: | Van Haren Certify |
| Examination institute: | certN |
With the omnipresence of digital technology in our modern society and the increasing dependence on it, contractual relationships and Service Level Agreements (SLAs) have become a necessity in IT. However, relying solely on SLAs can lead to a situation where everyone works in their own silo, often neglecting the impact on the customer’s business and the people they serve. SLAs are task-based on minimum accepted quality and risk avoidance. In today’s business and IT landscape, we need more than technical output to ensure user and employee satisfaction. We need a standardized approach to measure how services are perceived; this is where Xperience Level Agreement (XLA®) comes into play. XLA® is a commitment between service providers and clients to optimize the outcome of digital and technology on humans and business. Experience Management (XM) is a set of activities that achieves a better experience and greater business impact by driving and improving collaboration. Prioritizing XM and XLA® is the key to satisfaction for both end users and employees. (More info on NEN 8038:2023.)
Certification definition
Candidates who are awarded the XM and XLA® Practitioner Certification should be able to:
- Demonstrate knowledge and understanding of the Experience Design Methodology, its seven steps, and how an XMO can be built to successfully operationalize experience.
- Apply and tailor the Experience Design Methodology and XMO appropriately to given scenario settings.
- Analyze and distinguish between appropriate and inappropriate application of the Experience Design Methodology and XMO in given scenario settings.
Specifically (s)he should demonstrate the ability to apply the guidance and analyze information, in relation to:
- Experience Design Methodology Step 1 – Experience Now
- Experience Design Methodology Step 2 – RoX
- Experience Design Methodology Step 3 – Experience Ambitions
- Experience Design Methodology Step 4 – Experience Feedback
- Experience Design Methodology Step 5 – Other Indicators
- Experience Design Methodology Step 6 – Experience Scoring
- Experience Design Methodology Step 7 – XRM
- The Experience Management Office (XMO) – Mission, Structure, Processes and Competencies to operationalize experience; and building the right XMO for your organization.
Certification requirements
Candidates can become certified by passing the XM and XLA® Practitioner exam.
Vouchers for the certification exam are available through accredited trainers and Van Haren Group.
Certificate renewal
The XM and XLA® Practitioner certificate is valid for two years.
Exam format
The general exam regulations apply to this exam.| Attempts per voucher: | 1 |
| Number of questions: | 75 |
| Passing score: | 67% |
| Time: | 120 minutes |
| Open-book: | No |
| Language: | English |
| Invigilation: | In-person Online |
| Question type: | Multiple choice |
Exam Syllabus
The following table is an overview of the topics examined in the certification exam.| #questions | Level(s) of Cognition | Category | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | ||
| 10 | ✓ | ✓ | ✓ | ✓ | ✓ | Overview | |
| 6 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 1 – Experience Now | |
| 11 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 2 – ROX | |
| 7 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 3 – Experience Ambitions | |
| 9 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 4 – Experience Feedback | |
| 8 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 5 – Other Indicators | |
| 6 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 6 – Experience Scoring | |
| 10 | ✓ | ✓ | ✓ | ✓ | ✓ | Step 7 – XRM | |
| 8 | The Experience Management Office | ||||||
More information about the levels of cognition
- Level 1 - Knowledge: This level requires candidates to recall specific information or facts. They should demonstrate the ability to remember and recognize details, terms, or concepts from their learning materials.
- Level 2 - Comprehension: At this level, candidates are expected to show their understanding of the acquired information. They should be able to interpret, explain, and summarize. Candidates must go beyond mere memorization and demonstrate that they can grasp the meaning and implications of the information they have learned.
- Level 3 - Application: The focus at this level is on candidates’ ability to apply their acquired knowledge in practical situations. They should be able to use what they have learned to solve problems, apply principles, or implement strategies in real-world scenarios.
- Level 4 - Analysis: Analysis involves candidates breaking down complex concepts into smaller parts and comprehending the relationships between them. Candidates must display the ability to analyze information, identify components, and understand the underlying connections between them.
- Level 5 - Synthesis: At this level, candidates are expected to exhibit the ability to create something new by combining different ideas, concepts, or elements. Candidates must demonstrate their capacity to generate hypotheses, design experiments, or develop original solutions to problems. Synthesis involves creativity and the integration of different elements to form a novel whole.
- Level 6 - Evaluation: This level requires candidates to use judgments or assessments based on criteria and evidence. Candidates must critically analyze information, compare and contrast different perspectives, and make informed decisions. They should demonstrate the ability to evaluate the quality, validity, and reliability of information, arguments, or solutions.
Reference Material
The reference material for XM and XLA® Practitioner certification exam is:
XLA® Practitioner Courseware
- ISBN: 978940181444C
- Publisher: Van Haren Publishing
Trainer accreditation
Van Haren Learning Solutions organizes the trainer accreditation for this certification program. More information on the accreditation process can be found on their website.