Objectives of knowledge management

3 
Set up a monitoring programme that measures and reports on the agreed journeys 
24/7.
Service level agreements
To ensure the best speed and availability a company should check the 
service level agree-
ments (SLAs)
carefully when outsourcing website hosting services. The SLA will define 
confirmed standards of availability and performance measured in terms of the 
latency
or 
network delay when information is passed from one point to the next. The SLA also includes 
notification to the customer detailing when the web service becomes unavailable with rea-
sons why and estimates of when the service will be restored.
Security
Security is another important issue in service quality. How to control security was referred to 
in the earlier section on firewalls and is considered in detail in ‘
Focus on
Security design for 
digital business’ (Chapter 11, p. 572).