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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Wei Guo Ying Wang |
| Copyright Year | 2009 |
| Abstract | Software as a Service (SaaS) is a new style mode of software deployment whereby a provider licenses an application to customers for use as a service on demand, and it challenges the traditional software mode and makes major changes for IT organizations to deploy application. Incidents are recognized as service disruptions which can have a considerable impact on business capability of IT organizations, thus calling for the implementation of efficient incident management and service restoration processes. Information Technology Infrastructure Library (ITIL) as the best- practice of IT Service Management proposes incident management model. However the original model doesn’t adapt for the organizations which change their IT department structures and operation processes owing to adopting SaaS application. This paper firstly describes the background of SaaS, analyzes the issues of existing incident management model based on ITIL, then propose an organization model to manage SaaS operation and maintenance and a notation approach for modeling process. Finally, this paper optimizes the incident process based on above approach. |
| Starting Page | 137 |
| Ending Page | 140 |
| File Size | 442988 |
| Page Count | 4 |
| File Format | |
| ISBN | 9780769539270 |
| e-ISBN | 9781424454105 |
| DOI | 10.1109/ICRCCS.2009.42 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2009-12-28 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Software maintenance ITIL (Information Technology Infrastructure Librarly) SaaS (Software as a Service) Laboratories Licenses Conference management Telecommunication switching Incident management Telecommunication network management Application software IT service management Information technology Technology management Software libraries |
| Content Type | Text |
| Resource Type | Article |
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