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Approaches to aid selected 

tactics (applications)

Specification

  1  Business contribution 

perspective (Chapter 5)

How applications achieve 

digital business objectives

Impact and alignment

Portfolio analysis

Investment types

Implementation of key  

systems

  2  Information management 

strategy (Chapter 10)

Strategy for integrated 

information and knowledge 

management

Audit information 

management and knowledge 

management requirements 

by internal and external 

resources

Security audit

Committee to standardise 

company information

Enterprise resource planning, 

knowledge management, data 

warehousing, intranet and 

extranet projects

  3  Applications perspective 

(Chapters 3 and 11)

Priorities for applications 

acquisition

Portfolio analysis Investment 

appraisal

As above

  4  Process perspective 

(supply chain perspective 

to digital business) 

(Chapters 6 and 11)

How do applications and 

infrastructure support 

processes and value chain 

activities? Are new processes 

required?

Process mapping and  

analysis

Value chain analysis

Enterprise resource planning 

integrated with transactional 

e‑commerce

  5  Departmental 

(functional) perspective 

(Chapters 3 and 10)

Which applications support 

different departments?

Portfolio analysis

Standardisation of applications

  6  Infrastructure perspective 

(Chapters 3 and 11)

Network capacity and service 

levels

Cost/benefit feasibility  

study of applications

Managing total cost of 

ownership

Outsourcing

  7  Communications 

perspective (Chapter 9)

Using technology to improve 

process efficiency and  

customer service quality

Audit communications volume 

and complexity

Prioritise

Email, groupware and  

workflow systems

Knowledge management

  8  User services  

perspective (Chapter 9)

Helpdesk services for internal 

and external system users

Audit service levels, impact on 

business and then prioritise

Outsourcing

Enquiry management systems

  9  Customer and 

partner relationship 

management perspective 

(Chapters 6 and 9)

Investment in systems for 

managing customer and  

partner relationships

Customer relationship 

management and partner 

relationship management 

systems

Use of standards for 

integration: EDI and XML

CRM facilities on website

Integration

10  Resourcing perspective 

(Chapter 10)

How are relevant IS skills 

acquired and developed?

Skills audit and industry 

comparison

 End‑  user  computing

Technology partners

Outsourcing

Recruitment tactics

E‑learning and skills transfer

11  Change management 

perspective (Chapter 10)

How organisational culture 

and structure change to 

achieve digital business are 

managed

Apply existing change 

management approaches

Risk management

Project management

12  Internal integration 

perspective 

(Chapters 3 and 11)

Overall applications  

architecture across the  

value chain

Analyse information access 

constraints, rekeying

Enterprise resource planning

13  External integration 

perspective 

(Chapters 3 and 11)

How are links between 

internal applications and 

partners managed?

Analyse ease of setting up 

links, prioritise

Outsourcing to systems 

integrator

Standardisation through ERP

Integration of IS systems 

with   buy‑    and   sell‑  side 

intermediaries

14  Legal constraints approach 

(Chapter 4)

How do we ensure company 

stays within international legal 

and ethical constraints?

Seek specialist advice

Specialist lawyers and privacy 

statements

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