Abstract
SaaS (Software as a Service) as a kind of cloud system has spread. In order to keep system qualities service level management is introduced. Conventional service level management methods use technical service objectives, but do not use business service objectives to be realized in SaaS. In this paper, developments and evaluations of business service objectives and their application methodology for SaaS service management are reported. In the scope of accounting systems, business processes, data and their relations are analyzed, and based on the analyzed model, some kinds of objectives are defined, such as business process performance objectives, functionality objectives, usability objectives, and objectives on business speed, accuracy and risk. The service management methodology to use the business objectives and technical objectives to be reported in JEITA guideline, include several steps; service objective concept understanding step, costumer hearing step, service level setting step, agreement step and check & adjustment step.
