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In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...
DHL (German pronunciation: [ˌdeːhaːˈʔɛl]) is a multinational logistics brand, founded in the United States and headquartered in Bonn, Germany. [5] It provides courier, package delivery, and express mail service, delivering over 1.7 billion parcels per year. [6]
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
DHL Supply Chain was the global market leader in contract logistics with a market share of 8.3% (2010). In this highly fragmented market, the top ten players account for only about 23% of the overall market, the size of which is estimated to be €147 billion.
The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs: Abandonment Rate: Percentage of calls abandoned while waiting to be answered. A corresponding SLO may be: the abandonment rate of all the ...
The DHL Global Forwarding division carries goods by rail, road, air and sea under the DHL brand and includes the DHL Freight operation which runs a ground-based freight network covering Europe, Russia and traffic into the Middle East. In 2016, this division's revenue declined by 7.7 percent to €13.7 billion but operating profit before ...