Efficient customization of multi-tenant Software-as-a-Service applications with service lines

•We introduce a method for customizable, multi-tenant Software as a Service.•We validate our approach in a real-world online document processing SaaS application.•More efficient trade-off between the design-time effort and the run-time effort.

Application-level multi-tenancy is an architectural approach for Software-as-a-Service (SaaS) applications which enables high operational cost efficiency by sharing one application instance among multiple customer organizations (the so-called tenants). However, the focus on increased resource sharing typically results in a one-size-fits-all approach. In principle, the shared application instance satisfies only the requirements common to all tenants, without supporting potentially different and varying requirements of these tenants. As a consequence, multi-tenant SaaS applications are inherently limited in terms of flexibility and variability.This paper presents an integrated service engineering method, called service line engineering, that supports co-existing tenant-specific configurations and that facilitates the development and management of customizable, multi-tenant SaaS applications, without compromising scalability. Specifically, the method spans the design, implementation, configuration, composition, operations and maintenance of a SaaS application that bundles all variations that are based on a common core.We validate this work by illustrating the benefits of our method in the development of a real-world SaaS offering for document processing. We explicitly show that the effort to configure and compose an application variant for each individual tenant is significantly reduced, though at the expense of a higher initial development effort.