Quality Model for Evaluating SaaS Service

Software-as-a-Service (SaaS) is a new service delivery model which allows customers to use the provider's applications running on a cloud infrastructure, SaaS is commonly utilized and it provides benefits to service providers and customers. As more and more SaaS service emerges, how to select qualified provider is a key problem to customers. Current quality model do not consider key features of SaaS such as security and quality of service (QoS). In this paper, a new quality model is proposed which measure the security, quality of service, and software quality of the SaaS service, from the perspective of platform, provider and customer separately. Base the quality model we proposed an evaluating model which classify the SaaS service into four level, including basic level, standard level, optimized level and integrated level. By using the quality model and evaluating model, customer can evaluate the provider and the provider can use it for quality management.

I. Introduction

Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction [1]. Software-as-a-Service (SaaS) is a service delivery model which allows customers to use the provider's applications running on a cloud infrastructure. Gartner Group estimate SaaS sales in 2010 have reached $10B, and are projected to increase to$12.1b in 2011, up 20.7% from 2010. SaaS revenue will be more than double its 2010 numbers by 2015 and reach a projected $21.3b [2]. SaaS bear benefits both for customers and providers, the key benefits for providers are rapid deployment, better user adoption, and reduced support needs. For customers are lower IT cost and faster access to new technology, functionality and upgrades.