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2009-09-25 14:58 IT168վԭ : ӡ༭:ٻ

IT168 ¡ITILSLAĸ֪˺ܶ࣬Ϥ뱾ʵ˿ܲ࣬ҲٿⲿݵϣǸʵҵصľͽ٣һշľӶࡣһֱ˵ISO2000013̷ֱһƪ˼̱ȽϴֻˣǰʱĿSLAۣһ뷨¼Թ⽻עֻǻڸ˶SLA⣬ҲΪһSLAõĽ⣬ֻǻĿǰ׶֪ԣǿҲʵ

ITILIJҪһãDZ׼ãŴͳһ׼ƣITILṩһҿԹͬṩһҿԱ׼ָĽĻȫITҵ߿ͳһ׼ITILҸΪĵĸ֮һSLA룬ҵһֱԱ׼ģһֱĸΪָ꣬Ľҵ⣬SLAһɿơۡɹɸĽľģֻͣڷdzڵIJĽơ

ʵڴͳҵҲSLAĸֻû˶һһϵ͵60ȡͣݹ˾XXʱݵȵȣһŵʱȵȣSLAĸһͬӦԼͬͬʱڹϵݵҪҲͬն

ITIL߸ĴǶSLAŴSLAһ׹ϵôSLAʲôأSLAService Level Agreementͨ񼶱ҪۼϣʾǸͻһģԼã֣ʾķʲô̶ҪָᵽҪᵽһĿ¼

ͻITʱҪȷģʵǷ񼶱ǷĿ¼ΪҪͻҪʲôҪķݼĿ¼ӦԼʲô񣬲ȥģһIṬӦԼķĿ¼Ʋ˵ȻҵͻɿͻˣѡȡһݷĿ¼ÿһҪﵽļ̴һܽ񱨼ۣΪ񼶱ɱdzȵġȷ߼ȷʲôȻȷʲôز

SLAȷļ߱ITͻְݣһʹףΪʵʵķͻȻΪӦ¶ΪITҲǩһΪͻʹİѻˣʵʵITŴά˾Ϊͻڱûǵģǵˣʵɱʱַ󲻸ߣ޴ۣǵĿ¼SLA˫һܺõĻȥĽ񣬱ɫĵشɱĿƣǿͻǷṩ൱ס

ȷ˷Ŀ¼񼶱IT̽ݷ񼶱𡢳ɱȥصԴɷŶӣSLAָŶҵݣһͬڽʱͻݺִͬSLAĴɣ㸶

ʵһIT̹ԱȽϳ죬ҵһĹģʱԸSLAĿ¼ʷϢһɱģͣڶ񱨼պijɱǷdzġ

SLAһҪĹע㣬SLAɲһάͻһӵָָ꣬ںͬǸ޷ģSLAɥʧ޷Ÿ޷ִ֪޷ִҲ޴Ӹƣһһȷһָָļ㷽ҲҪעģҪͻ̶ָ꣬IJ˫һյĴɽƫס

ǽʼSLAļҪأ

1) Ŀ¼Ŀ¼SLAԼķ̵ṩһֻͻѡ˵ķĿ¼̲ŻᱨӦڷĿ¼֮ݣSLAƣҲűʱݵģҲǵģĿ¼ҪĶ⣬ڿͻȻʵӦ޷õģĿ¼һǰһݣͲٶˡ

2) SLAԼʱ䷶ΪͻṩX*XķӦڣ7*245*8Ƿ۳һڵķڣܶԼĹ˾ʵϣÿһ͵Ŀһ빫˾ܶʱͬģͬųɱӣҪڱ۽ʱۺϿǣΪֱӹϵ䱸Űּ࣬ӼƻҲֱӵĹϵSLAIJϵ

3) ԣʵÿһĿһļϣάIDCάһӦϵͳάʵʵҵĿʽڵģͬʱҲʾһȺҪÿһĿĿԣ˵ԣͨĹʽǣ=AST-DT/AST*100ASTagreed service timeָԼķʱᵽķDTActual downtime during agreed service timeԼʱڵͣʱ䡣㹫ʽ򵥵ʵʵȡֵDZȽϸӵģΪASTҪ⣬ҪѷʱʱӣһϷ5*8֮ʱ䣬DzῼģͬʱÿһϵķʱҪأDzɷ̳ģǿͻǷӲǵģʱѹʱԼȻDzġʵϿǵһͬڵijȣͨ˵ĿԴ99%ʵһdz͵Ŀָ꣬5*8ķĻ99%Ŀ208ʱʱڷDzõģʵʵķʱǹֵģΪϵķһԷΪģҵҪΪûȺ⣬Եļ㻹ҪӲӳʵķһֱһˣĹӰ˿أһӦϵͳȫڵӦöûȺڶĻ˾ֲû޷ʹģˣҪԵļĻÿ޶˵Ľͺܶ࣬ʵˣᷢȫķ񲻿벿ֵIJɵļһˣʵʵķˣʾģҪӣںٽ˵

4) ʱ䣺ʱָ͵¼ʱɴʱҪ󣬳̬ԣ¼ΪѯͶߡϡ¼ķ࣬¼ҪּһɷΪʱҪÿһࡢ¼ĽʱҪ󣨱һҪٷӽҪĸ¼Ӱԣһ϶϶Ӱԣһ¼ͶѯDzӰԵģ̬ҲDzӰԵģ񱨼֮Լǣ

ҪرҪǿһ¿ʱĹϵһ໥ǯƹģԶһֻ֮20ʱǿͻͬһʱ20ʱ꣬ʱﶨһϣһϵĽʱ1ʱǿư20ʱɢȫ֮Լٶҵijʱָ궨˺ʱʵȵʵڷģڷĹԵģվڿͻָ㹻Լˡ

Կͷ:4002ֻ3ֻPK

Կͷ:ΪMate 10һ̨ǻۻiPhone8ױ

ԿͷӰʦֻijգȦ

Կͷ:˭Ҫ8 iPhone6 ߳

SLA Research and Language Teaching

This book presents SLA research as a source of specifications for teachers to explore in their own classrooms. The author sees the four main roles of SLA researchers as developing relevant theories, conducting their own classroom research, making research accessible to teachers, and facilitating action research. Each chapter addresses a major issue in the field of SLA and langu…

This book presents SLA research as a source of specifications for teachers to explore in their own classrooms. The author sees the four main roles of SLA researchers as developing relevant theories, conducting their own classroom research, making research accessible to teachers, and facilitating action research. Each chapter addresses a major issue in the field of SLA and language teaching.

SLA Research and Language Teaching

SLA Research and Language Teaching

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How to write an IT service-level agreement

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How to write an IT service-level agreement

A service-level agreement (SLA) is a document that clearly lays out your responsibilities as a clients managed services provider. Learn how to write an SLA to protect your managed services business by avoiding confusion with customers that can lead to expensive lawsuits.

MCIs denial-of-service response offer may start a …

Writing an IT service-level agreement

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Writing anIT service-level agreement (SLA)is important if youre rolling out a services-based line of business, such as managed services. Whereas many resellers may have previously acted only as intermediary between their customers and vendors, more and more are providing service directly — or at least rebranding services from amanaged service provider (MSP)as their own.

This closer, longer-term relationship means youll have todraft an SLAto define exactly what you should and shouldnt be expected to do for your clients. An SLA may even be a prerequisite to getting your company insured.

An SLA essentially serves to protect you by limiting your liability, according to Charles Weaver, president of theMSP Alliance, a Chico, Calif., association for MSPs. Because SLAs spell out what is expected of both parties, they not only protect you in lawsuits, but help prevent them in the first place and can resolve disputes that might otherwise hurt the business relationship. Writing an IT service-level agreement lets both parties know what to expect, so you can resolve disagreements before they become heated.

If you subcontract any work, the SLA should also specify this and explain how your clients data can be shared with third parties. This can be especially important if a client has to comply with regulations, like HIPAA or Sarbanes-Oxley, that restrict how information can be shared.

SLAs can also make your job easier by restricting your clients ability to hire outside consultants to work on the machines you are hired to cover. These clauses arent meant to lock your client in, but to protect you from having to fix problems an outside party introduces. Another common clause limits your liabilities to the amount your client has paid you, said Rob Scott, a partner withScott & Scott LLP, a Dallas law firm specializing in IT law.

A typical approach is to draft two documents. The first is a master services agreement (MSA), which defines your services and liabilities in general terms; this will be the same for all your clients. The second is the SLA itself, which is specific to each client and lists exactly what youre expected to do — such as how many and which servers you will cover, and what youre expected to do with them.

Writing an IT service-level agreement

The first step to writing an SLA is to determine what services you want to offer in laymans terms, Weaver said. The SLA will simply formalize those offerings. You should hire a lawyer to draft the MSA and SLA, since they are legally binding documents. If possible, you should hire a lawyer who understands your business, Scott said; for instance, if youre an MSP, a lawyer specializing in MSPs would be best. But since the documents are essentially contracts, the most important core skill is an understanding of contract law, Weaver said.

The MSA and SLA should cost roughly $3,500, Scott said. Scott provides an MSA verbatim to each client, as well as a check-the-box template for SLAs. This template allows his clients to write service-level agreements for their own clients without having to consult him each time; they just check off the appropriate boxes and fill in values for each clients specific needs, Scott said.

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SLA – What does SLA stand for? The Free Dictionary

Also found in:DictionaryThesaurusMedicalLegalFinancialEncyclopediaWikipedia.

(New York State Division of Alcoholic Beverage Control / State Liquor Authority)

Sand-Blasted, Large Grit, Acid-Etched

Socit Canadienne de la Sclrose Latrale Amyotrophique

(Amyotrophic Lateral Sclerosis Society of Canada)

Salta, Salta, Argentina – International

Sierra National Airlines, Sierra Leone

(French: Audiovisual Rental Services)

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Write what you mean clearly and correctly.

Hall of Fame Inductees: Jacqueline Desoer (San Francisco)

SLA Stars Selected for Awards and Honors

When a customer submits a CAD model it wants as an

A.L. Johnson secures castings in plaster: by means of the rubber plaster molding process, A.L. Johnson Co. provides its customers with near-net-shape parts at accelerated speeds

In a nutshell: Bracing documentary about the rise and fall of the

, SLS, or large FDM RP machines typically allow for somewhat larger build envelopes–up to 24 x 24 x 20 in.

3D printers lead growth of rapid prototyping

offers customers the benefits of Trend Micros proven antivirus expertise and service with penalty-backed response guarantees.

Trend Micro intros industry-first virus response service level agreement

The first article in this series illustrates how these quantities can form the basis for designing the

, in terms of probability of data loss and the impact of that loss.

Data protection SLAs: measuring their effectiveness. (Storage Networking)

The significance of professional continuing education programs was recognized by

members themselves, as they rated their associations professional development programs and services very highly in a recent survey of membership needs (Special Libraries Association, 1991).

Professional development for special librarians: formal education and continuing education for excellence

A single nGenius Collector supports up to 5,000 NetFlow interfaces, up to 500 IP

tests and up to two million flows per minute, far exceeding the capacity of any other collector product on the market.

NetScout Delivers Industrys Most Cost-Effective NetFlow Offering with Unlimited Enterprise License that Also Includes Support for IP SLA

Worlds Reigning Strategy Guru Gary Hamel to Speak at SLA 2005 in Toronto

This involvement accomplishes many goals, including the preliminary feedback on the validity of the processes, first-hand information on ease of execution, initial training on the processes, and end-user community buy-in to both the processes and the

Data protection service level agreement: implementing SLA support based on infrastructure design. (Storage Networking)

When Olson was arrested in June 1999, after she and Kilgore were profiled on the television show “Americas Most Wanted, Elsie Soliah said her children had only helped to hide the three surviving

members after the shootout, when the three were convinced the FBI and police intended to gun them down, too.

SOLIAHS FACE REVISITING FAMILY ORDEAL DAUGHTER CHARGED IN SLAYING AT BANK AFTER SONS 76 ACQUITTAL

It employs a special blue photopolymer layer, equal in thickness to the depth of the specified texture, which is applied to the surface of the

Now SLA Prototypes Can Have Many Textures

SL3-3 enhancer factor 1 alpha A subunit

SL3-3 enhancer factor 1 alpha B subunit

SL3-3 enhancer factor 1 alpha C subunit

SL3/AKV core-binding factor alpha A subunit

SL3/AKV core-binding factor alpha B subunit

SL3/AKV core-binding factor alpha C subunit

All content on this website, including dictionary, thesaurus, literature, geography, and other reference data is for informational purposes only. This information should not be considered complete, up to date, and is not intended to be used in place of a visit, consultation, or advice of a legal, medical, or any other professional.

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ԭ:DLP̻DMDͶӰ ӡͷ:̻ͣͷ ӡ:̻֬ Ʒ:3Dӡ ƽ̨ߴ:123x92x220mm ӡ:0.1mm ӡ:0.02-0.1mm

ԭ:Polyjet̻ ӡͷ:2 ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:300200150mm ӡ:0.05mm ֱ:0.04mm

ԭ:̻SLA ӡ:ͨ/߼//֬ Ʒ:3Dӡ ƽ̨ߴ:130mm*130mm*180mm :0.025-0.15mm ӡ:0.1mm ӡ:0.025mm-0.1mm

ԭ:̻SLA ӡͷ:ͷ ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:125125165mm ӡ:0.1mm ӡ:0.1mm

ԭ:̻DLP ӡ:֬IJ Ʒ:רҵ̻3Dӡ ƽ̨ߴ:178100200mm ӡ:52/92um ӡ:10/50/100um :Creation Workshop/Wizart Build

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:500400300mm :0.01mm ӡ:0.1mm ӡ:0.05-0.2mm

ԭ:̻SLA ӡͷ:ͷ ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ: :0.025-0.2mm ӡ:0.025-0.2mm

ԭ:̻ Ʒ:3Dӡ ƽ̨ߴ:600x600x400mm ӡ:0.02-0.1mm :RSCON V5 /magics 18.0 ʽ:STL/OBJ/GX/Gʽ ϵͳ:Windows xp/Vista/7/8 Linux Mac OS

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:384mm(X) * 216mm(Y) * 380mm(Z) :XYֱʣ100/67/50 ΢ףɵ ӡ:ֱʣ254/379/508 DPIɵ ӡ:100/50 ΢ףɵ

ԭ:̻SLA ӡ:̻֬ Ʒ:3Dӡ ƽ̨ߴ:125125165mm :XY᣺0.011mmZ᣺0.0025mm ӡ:0.025mm/0.05mm/0.1mm ӡٶ:15mm/hZᣩ

ԭ:̻SLA ӡͷ:Ⲩ355nm ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:450mm*450mm*350mm : 0.03 mm ӡ:0.1MM

ԭ:̻ ӡͷ:̻ͣͷ ӡ:̻֬ Ʒ:3Dӡ ƽ̨ߴ:100x76x200mm ӡ:0.04mm ӡ:0.02-0.1mm

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:576mm(X) * 324mm(Y) * 580mm(Z) :XYֱʣ150/100/75 ΢ףɵ ӡ:ֱʣ169/254/339 DPIɵ ӡ:100/50 ΢ףɵ

ԭ:DLP̻ ӡͷ:ͷ̻ͣ ӡ:̻֬ Ʒ:3Dӡ ƽ̨ߴ:12880200mm :0.1mm ӡ:0.1mm

ԭ:̻SLA ӡͷ:ͷ ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:125125165mm :XY᣺0.011mmZ᣺0.0025mm ӡ:0.025mm

ԭ:̻SLA Ʒ:3Dӡ ƽ̨ߴ:ͷѡ 600x600x300mm 600x600x350mm 600x600x400mm :0.008mm/ ӡ:0.1mmL100mm0.1% x LL

100mm ӡ:0.050.25mm :RSCON5.3

ԭ:̻SLA ӡ:ϩ֬ Ʒ:3Dӡ ƽ̨ߴ:125x125x165mm ӡ:0.3mm ӡ:0.025mm ӡٶ:15mm/hZᣩ

ԭ:̻DLP ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:160120270mm :25m ӡ:25m-100m ӡ:25m-100m

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:300300200mm :0.01mm ӡ:0.1mm ӡ:0.05-0.2mm

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:450x450x300mm :0.01mm ӡ:0.1mm ӡ:0.05-0.2mm

ԭ:̻SLA Ʒ:3Dӡ ƽ̨ߴ:450x450x300mm 450x450x350mm :0.008mm/ ӡ:0.1mmL100mm0.1% x LL

100mm ӡ:0.050.25mm :RSCON5.3

ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:200160150mm :0.01mm ӡ:0.1mm ӡ:0.05-0.2mm

ԭ:̻ ӡͷ:ͷ ӡ:̻ Ʒ:3Dӡ ƽ̨ߴ:0.2mm ӡ:1mm ֱ:1mm

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ԭ:̻SLA Ʒ:3Dӡ ƽ̨ߴ:100100100mm :0.008mm/ ӡ:0.1mmL100mm0.1% x LL

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ԭ:̻SLA ӡ:֬ Ʒ:3Dӡ ƽ̨ߴ:288mm(X) * 162mm(Y) * 280mm(Z) :XYֱʣ75/50/37 ΢ףɵ ӡ:ֱʣ339/508/686 DPIɵ ӡ:100/50 ΢ףɵ

service-level agreement (SLA

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Circuit switched services equipment and providers

This definition is part of our Essential Guide:Guiding the enterprise into a hybrid cloud model

Contributor(s): John Moore & Cecinio Silva Lacerda

A service-level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will furnish and defines the performance standards the provider is obligated to meet.

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SLAs establish customer expectations with regard to the service providers performance and quality in a number of ways. Somemetricsthat SLAs may specify include:

Availability and uptime — the percentage of the time services will be available.

Specific performancebenchmarksto which actual performance will be periodically compared.

The schedule for notification in advance of network changes that may affect users.

Help desk response time for various classes of problems.

Usage statistics that will be provided.

An SLA may specify availability, performance and other parameters for different types of customer infrastructure — internal networks, servers and infrastructure components such asuninterruptable power supplies, for example.

In addition to establishing performance metrics, an SLA may include a plan for addressing downtime and documentation for how the service provider will compensate customers in the event of a contract breach. Service credits are a typical remedy. Here, the service provider issues credits to the customer based on an SLA-specified calculation. Service providers, for example, might provide credits commensurate with the amount of time it exceeded the SLAs performance guarantee.

The SLA will also include a section detailing exclusions, that is, situations in which an SLAs guarantees — and penalties for failing to meet them — dont apply. The list might include events such as natural disasters or terrorist acts. This section is sometimes referred to as a force majeure clause, which aims to excuse the service provider from events beyond its control.

SLAs are thought to have originated with network service providers, but are now widely used in a range of IT-related fields. Companies that establish SLAs include IT service providers,managed service providers, and cloud computing service providers. Corporate IT organizations, particularly those that have embraced IT service management (ITSM), enter SLAs with their in-house customers (users in other departments within the enterprise). An IT department creates an SLA so that its services can be measured, justified and perhaps compared with those ofoutsourcingvendors.

Service providers need SLAs to help them manage customer expectations and define the circumstances under which they are not liable for outages or performance issues. Customers can also benefit from SLAs in that they describe the performance characteristics of the service, which can be compared with other vendors SLAs, and also set forth the means for redressing service issues — via service credits, for example.

For a service provider, the SLA is typically one of two foundational agreements it has with customers. Many service providers establish a master services agreement to establish the general terms and conditions in which it will work with customers. The SLA is often incorporated by reference into the service providers master services agreement. Between the two service contracts, the SLA adds greater specificity regarding the services provided and the metrics that will be used to measure their performance.

Over the years, SLAs have expanded to govern a growing set of IT procurement models. When IT outsourcing emerged in the late 1980s, SLAs evolved as a mechanism to govern such relationships. SLAs set the expectations for a service provider performance and established penalties for missing the targets and, in some cases, bonuses for exceeding them. Since outsourcing projects were frequently customized for a particular customer, outsourcing SLAs were often drafted to govern a specific project.

As managed services andcloud computingservices became more prevalent in recent years, SLAs evolved to address those approaches. Shared services, rather than customized resources, characterize the newer contracting methods, so SLAs tend to broad agreements intended to cover all of a service providers customers.

SLAs, regardless of type, are subject to modification over time. Service providers will periodically review and update SLAs to reflect the addition of new services, changes to existing services or changes in the overarching regulatory environment.

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You may have left out the service exclusion, penalty and credit point in the event of services exceed…..

Service Support Time frames (Different catogery based on importance of service ranked by SLA customer)Max. Concurrent users to be supported at one time / threashold timeService commitments / responsibilities by both user and service providerStructure of Reporting of SLA resultsSLA Reviews structure to consider improvements

Thats a comprehensive list, AhmadAleid. Thanks for your input.

I know its a legal issue but some terms may still be unclear to some users. If they would just dumb down some of the terms it might help users to understand better. I know most do not even read these they just click accept because they do not understand the agreement or it is just too long to read and they want to start using the program
or application.

What do you think should be included in every service level agreement?

Guys, what are the key features of service level agreement?

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Roskilde Raw Material and Festival Site

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In the Middle of Nature – Ringkøbing K

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Berlingske Tidende, Efter velfærdsstaten, 20.12.2015

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Kommunen, Vi har glemt den anden halvdel, 01.10.2015

Politiken, Det er helt vildt Novo!, 23.09.2015

Årets Bedste Bogarbejde 2015, Empowerment of Aesthetics, 06.2015

Colliers MarkedsNYT, Fokus på det levende, Nr. 14, 06.2015

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NATUR, Bynatur giver livsglæde, Nr. 2, 06.2015

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Byggeri+Arkitektur, Alt det vi ikke kan måle og veje, nr. 68 2015

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Børsen, Eftertænksom Arkitekturbiennale, 20.09.2014

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Politiken, Hyggen på Sønder Boulevard, 18.06.2014

Politiken, moderniteten, 12.06.2014

Landskab, Arkitekturbiennalen i Venedig, nr.5 2014

Grønt Miljø, C.F Hansen-medalje, 04.05.2014

Art + Antiques, Prostor pro lidi, nr.3 2014

Reinventing the Landscape, Stig L. Andersson, 2014

Chinese Landscape Architecture, SLA, nr. 4 2014

Landscape Architecture Core, SLA, nr. 36 2013

Corperate and Commercial landscape, Bymilen, nr. 3 2013

LAF, Krystallen – Bymilen, nr. 2 2014

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Tidningen Utemiljö, Processurbanismen, nr. 5 2012

Worldscape, In seach of lost Nature, nr. 1 2012 2

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ARKITEKTEN, Vakt om Stadens Platser, 09.2011

ArkitekturDK, HQ for SEB bank og Pension, nr.6 2011

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A+T, Fredericia C – temporary Park, Spring 2011

New Landscape, Urban garten in Nørresundby, nr. 2 2011

Topos, Proces Urbanism, nr. 71 2010

Landskab, Klimatilpasset byrum ved SEB, nr.7 2010

Politiken, Regnvand som en kvalitet, 07.07.10

International New Landscape, Ladegårdsparken, nr. 01-02 2010

Magasinet KBH, Nordvestparken, dec 09/jan 10

Topos, Urban Garten in Nørresundby, nr. 67 2009

Experience City, Frederiksberg nye bymidte, 2009

Landskab, Landskabsarkitektens rolle, nr.3 2008

Public open Space, Public open space and form, 2008

Topos Grow, Sensuousness growth and Interruption, 2006

Poltiken, byen som borgernes rum, 11.10.2003

Landskab, Fra Areal til rum, nr.2 2002

Topos, Supergraphics and Superlogic, nr. 40 2002

Poltiken, Sansernes park, 04.07.2001

Louisiana Revy, Japan i dag, nr. 3 1995

Climate Adaptation and Urban Nature

Dyrk Byen, Livskvalitet med urban farming, 2014

Urban Development and Site Preparation

Reinvent Paris, Design Principles and Concept

Rasmus Astrups lecture at University of Gloucestershire

A Walk Through The Danish Pavillion

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Ringkøbing K – In the Middle of Nature – revealed

SLA wins master plan for new government quarter in Oslo

SLA through to 2nd phase in the Gellerup park competition

Odense University Hospital wins WAN Healthcare Award

The City Dune nominated for the European Garden award!

Akademiraadet tildeler Stig L. Andersson awarded the C.F. Hansen Medal

New Campus: Lillebaelt Academy of Professional Higher Education

SLA shortlisted for C2C masterplan in Sweden

SLA wins Norwegian Parliament Quarter

Awesome walnuts and crazy bald cypresses

Danish architecture on debate in Venice

TEAM SLA wins major urban park competition in Gellerup/Toveshøj

Novo Nordisk Nature Park wins Scandinavian Green Roof Award 2014

SLA receives Foreningen Hovedstadens Forskønnelses Architecture Award 2014

We are shortlisted for the urban renewal-competition about Aabenraas historic city center!

Open air inauguration of Floating World in Milen

Can wild teasels, quaking-grass and a myriad of colourful animals shed light on the future Copenhagen?

Team SLA to design the masterplan for Folkemødet Denmarks Political Festival!

Panums new bike and pedestrian bridge has arrived!

Join us at Folkemødet Denmarks Political Festival on Bornholm!

The biennale catalog wins Best Book Design Award!

Novo Nordisk Naturpark shortlisted til World Architecture Festival 2015!

Join us on the Why We Love Trees Tour

SLA to serve as counselor for the Municipality of Copenhagens future city nature

Danish newspaper Politiken gives five big hearts to Novo Nordisk Nature Park!

Growth – Grow and build the future together – Exhibition at Aalborgs Utzon Center

TEAM SLA shortlisted for the Nordic Built Challenge: Cloudburst and Culture

The SLA Library in Mark Magazine April-May issue!

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SLA to Develop Ballerup City Center

The Story of the Blind (from the Springs near Vejby)

SLA Selected to Design Danish Film City

SLA receives Scandinavian Green Roof Award 2016

Can Architecture Make a Difference?

SLA Wins New Town Hall in Uppsala, Sweden

SLA to Make Landscape Design for Amager Bakke

SLA Oslo wins Lindruppbakken/Råkeløkkveien in Drøbak

SLA Wins Scandinavias Biggest Architecture Award

Two SLA projects nominated for the Mies van der Rohe Award

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Mette Skjold gives keynote lecture at KADK about UN sustainability goals in architectural practice

SLA wins assignment to develop Gothenburg Harbour the next 15 years

SLA wins competition for new Aquatic Center in Linköping, Sweden

SLA wins new urban area in Gothenburg

SLA wins competition for The New Hedeland

SLA wins two World Landscape Architecture Awards

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SLA wins competition to design Lemvigs new waterfront

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SLA Creates Nature-Based Epicenter For Roskilde Festivals Artzone

SLA wins first stage of The New Government Quarter in Oslo

Aarhus Festuge opens with a splash!

SLA to draw innovative urban space for Manila
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SLA wins the competition to design Norways new Government Quarter

SUND Nature Park Wins Scandinavian Green Roof Award 2017

SLA Oslo Wins FutureBuilt Competition at Fornebu

Final Design for Amager Bakke Revealed

SLAis an internationally renowned architecture practice operating within

the fields ofurban space,city planningandlandscape architecture.

We create social and sustainable cities that inspire community

and diversity through innovative use of

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Our projects solve some of todayshardest urban problems

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SLA Landscape Architectures team is experienced in all phases of athletic facility design.

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How to Create an Effective Sales and Marketing SLA

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The alignment of an organizations sales and marketing efforts is acrucial strategic imperativefor companies that desire sustainable growth.Despite the evidence of improved business performance, its still a rarity to find an organization that has and maintains full alignment. The good news is that the issue is getting far more attention than ever before, and more organizations are making progress.

A major cause for the overall lack of progress is that while the issue of alignment is getting more strategic attention from executives, its still getting very little focus in terms of tactical and structural changes that need to be made within an organization to sustain the goal.

While talk and will power can improve results in the short run, structural change is required to sustain the effort and to gain the benefits of such a pursuit. It is for this reason that the development of a documented service level agreement (SLA) between sales and marketing is so important.

HubSpots 2015 State of Inbound Marketingreport highlighted three compelling advantages for companies that maintain their SLA:

Companies with an active SLA are 34% more likely to experience greater year-over-year ROI than those companies that arent.

Theyre 21% more likely to get greater budget allocations.

Theyre 31% more likely to be hiring additional salespeople to meet demand.

Having been involved in creating many SLAs (for both my company and with clients) I can attest to the fact that while creating them can be difficult (they require a lot of thinking and working through details), the impact is significant. It is said that great communication is communicating not so that you can be understood, but so that you cannot be misunderstood. SLAs make that possible.

It is also said that Wwhat gets measured gets done, and what gets measured and monitored gets done faster. AnSLA formalizes the measurement and monitoring processes that ensure progress and results.

The process starts by bringing together the leaders of all disciplines into the same room to discuss roles, responsibilities, process, targets and accountability. At a minimum, a marketing and a sales leader need to be involved. As the sales development role continues to mature and grow, the leader of that group should be involved as well.

As with everything else in your demand generation process, your service level agreement starts by clearly defining and communicatingthe criteria for who you are trying to attract. The more specific and clear the definition is, the better.

When you shortcut this step (and many organizations do) you leave far too much open to the interpretation of individuals. Lets face it, salespeople and marketers are naturally opportunistic. Without formalizing, your profile definitions will drift and your demand generation process will get bogged down.

I regularly assess sales development and sales processes. One of the first questions I ask is to define what a lead is, and, further, to define each stage of an organizations funnel. The answers almost always start with, Well, uhm, well thats a, uhm, good question. You see it kind of depends

At a minimum you mustclearly define what qualified, marketing qualified and sales qualified leads are. This will force the participants to get into the minutia, but its critical to make your process scalable and sustainable.

When setting goals, you should consider the maturity/ramp up of your team members and functional areas, past results and lead generation drivers. This is not the time to pull numbers out of the air and to make them motivating. Your goals must be based on real life situations.

The marketing team (and, if you have one, the sales development team) should be assigned goals around how many leads should be sourced, targets for each phase of the funnel and how many sales qualified leads (SQLs) should be turned over to the sales team.

All teams that are party to the SLA should meet every month to review results and update goals.

Increasing lead velocity is truly a team effort. The handoff is a place where otherwise excellent demand generation processes blow up. You must determine if and how your SDRs will specialize, what determines when a lead is moved to that team and how leads are then handed off to the new sales team.

This is why you must have clear lead definitions. Without them your team will be dealing with too much ambiguity to sustain alignment and growth.

The biggest, most common complaint I hear from salespeople and marketers is that the other group doesnt know how to manage leads. This is the section of the SLA that eliminates that concern.

Clearly lay out how a lead should be treated when, how often and how many times they should be touched. Closing the loop is also important. How should a sales accepted lead be reported as well as a sales rejected lead. Closed loop reporting is crucial to improving your processes.

Your SLA should clearly define the key performance indicators everybody will use to assess the progress and effectiveness of your demand generation processes. Tracking should be used to highlight performance issues/opportunities with individual contributors and to highlight and accelerate learning so that everyone is always improving.

Determine the period of time that you will conduct a comprehensive review of the assumptions, processes and targets laid out in your SLA. For most companies a review of the SLA every six months is sufficient. For high-growth companies, we recommend reviewing quarterly.

Creating an SLA is a challenging task but one that is well worth the effort. Clearly defining and communicating the expectations of your sales and marketing teams will go a long way in helping to meet or exceed the revenue goals you have established.

Originally published October 28 2015, updated August 25 2017

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