An incident management model for SaaS application in the IT organization

ICRCCS 2009 - 2009 International Conference on Research Challenges in Computer Science

Volumn , Issue , 2009, Pages 137-140

  Guo, Wei ^a   Wang, Ying ^a  

^a BEIJING UNIVERSITY OF POSTS AND TELECOMMUNICATIONS   (China)

Author keywords

Incident management; IT service management; ITIL (Information Technology Infrastructure Librarly); SaaS (Software as a Service)

Indexed keywords

INCIDENT MANAGEMENT; INFORMATION TECHNOLOGY INFRASTRUCTURE; IT ORGANIZATIONS; IT SERVICE MANAGEMENT; MODELING PROCESS; OPERATION AND MAINTENANCE; OPERATION PROCESS; ORGANIZATION MODEL; ORIGINAL MODEL; SERVICE DISRUPTIONS; SERVICE ON DEMAND; SERVICE RESTORATION; SOFTWARE AS A SERVICE; SOFTWARE DEPLOYMENT;

COMPUTER SCIENCE; COMPUTER SOFTWARE; COMPUTER SOFTWARE MAINTENANCE; OUTSOURCING; SOCIETIES AND INSTITUTIONS;

INFORMATION TECHNOLOGY;

EID: 77949947969     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICRCCS.2009.42     Document Type: Conference Paper

References (8)

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2. Office of Government Commerce, ITIL Core Books, UK, 2007.
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4. International Organization for Standardization, "ISO/IEC 20000-1"&"ISO/IEC 20000-2", 2005.
5. Wiki, http://en.wikipedia.org/wiki/Software-as-a-service.
6. Dan Ma, "The Business Model of 'Software-As-A Service'", IEEE International Conference on Services Computing 2007, July 2007, pp. 701-702.
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8. Shaohua Zhang, Zhigang Ding, Yuwei Zong, "ITIL Process Integration in the Context of Organization Environment", WRI World Congress, March 31 2009-April 2 2009, pp. 682-686.