An Incident Management Model for SaaS Application in the IT Organization

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.