Objectives of knowledge management

Part introduction Each part of the 
book is summarized with a brief list of 
chapter contents and ‘focus on’ issues.
Focus on ‘Focus on’ sections 
contain more detailed 
coverage of key areas.
Web support To highlight 
additional support material on 
the website.
Chapter at a glance This 
feature summarizes the 
main topics of the chapter 
and the case studies.
Learning outcomes These 
are set out clearly at the 
start of each chapter.
Management issues 
These list the strategic and 
practical implications of 
each topic and case study.
Links to other chapters To 
highlight the connections 
between chapters.
3
➔ 
Digital business infrastructure 
components 88
➔ 
A short introduction to Internet 
technology 89
➔ 
Management issues in creating 
a new customer-facing digital 
service 90
➔ 
Managing internal digital 
communications through intranets 
and extranets 107
➔ 
Web presentation and data 
exchange standards 114
Focus on. . .
➔ 
Web services, SaaS, cloud 
computing and service- oriented 
architecture (SOA) 96
➔ 
Internet governance 116 
Chapter at a glance
Main topics
Managing digital 
business infrastructure
After completing this chapter the reader should be able to:
● 
Outline the range of hardware and software technologies used to 
build a digital business infrastructure within an organisation and 
with its partners
● 
Review the management actions needed to maintain service 
quality for users of digital platforms
Management issues
The issues for managers raised in this chapter include:
● 
What are the practical risks to the organisation of failure to 
manage the e-commerce infrastructure adequately?
● 
How should we evaluate alternative models of delivering web 
services?
Case studies
The following additional case studies 
are available at