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.