The diploma thesis deals with the definition of transformation process of the "appropriate" application into Software as a Service (SaaS) distribution model. For this purpose, it describes the SaaS model and evaluates its pros and cons in four points of view -- developer, distributor, customer and user. Following parts of the model description are an estimation of the future evolution of the SaaS model, the introduction of application SaaS Platforms and the specification of appropriate application for the SaaS model. Next chapter deals with the specifications of the application distributed in the Software as a Service model. These specifications define all needed application properties that have to be implemented in the transformation process. These specifications are for example differentiation of customer data and administration access, configuration and customization, application and data security, business and pricing model, service level agreement etc. The last chapter deals with the formulation of the transformation process of the application into SaaS model. Individual activities of the process are closely described and demonstrated on the preparation of details for the transformation of the web-based application Audit Information Tracker into SaaS model.

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Purpose: The aim of this thesis is to build a practical guide to get a clear understanding about the implementation process of Customer Relationship Management in the cloud within Small. It also describes the different concepts that are Customer Relationship Management, Cloud computing and CRM in the cloud, especially related to the SMEs, in order to have a great insight that gives the opportunity to implement successfully this paradigm.   Scientific method: The research lies in the interpretative field of inquiry. Abduction is used to combine empirical data with theoretical studies in orderto tryto investigate patterns that could give an understanding of the phenomena that is studied. Descriptive research approach using multiple-case study design is used.   Theoretical frame of references: The first part of the theoretical frame of references explores existing theories. This leads to CRM and Cloud Computing. The second part explores different means of analysing our problematic.   Empirical method: The chosen approach is qualitative. Interviews have been conducted for data collection. Documentsarehave beengathered and analysed to support the interviewguides. We also gathered a previous practical guide from Salesforce in order to compare our results.   Analysis: Analysing hosted CRM implementation of three SMEs using Salesforce, it describes the key facts that have to be taken into account to implement the Salesforce CRM solution.   Conclusion: The findings show how three companies can be analysed to draw conclusions about the implementation process. According to interviews, theories, documents from hosted CRM provider, some suggestions have been advised to avoid problems concerning the implementation in SMEs.

This paper analyses potential of Software as a Service (SaaS) model in small and medium enterprises (SME). SaaS model is rapidly expanding trend between software delivery models. The first chapter describes evolution of software delivery models, which peaks in the most recent "Software as a Service" model. It analyses key features of SaaS in qualitative, technological and legal dimensions. The first chapter also mentions assesment methods for IT investments. This chapter introduces basic theoretical framework for next chapters. Next chapter focuses on category of small and medium enterprises. It defines main macroeconomic indicators and organizational specifics of SMEs. This chapter also presents results of research into reasons for and against the use of applications with SaaS model in small and medium enterprises. Last chapter selects the most common software categories used by small and medium enterprises. For each category it analyses and describes current state of the SaaS market. After analysing the market situation, it selects broad range of applications for each category. Using multi-dimensional approach it recommends three products best suited for SMEs. For all categories it maps potential of the three recommended products. These three products are then thoroughly compared with each other using extended set of criteria. The chapter ends with a summary of possibilities offered by these applications to SMEs.

[pt] As contratações de Tecnologia da Informação (TI) pelas organizações da Administração Pública Federal (APF) são regidas por lei. No caso específico, a Lei 8.666/1993, tem o objetivo de disciplinar as normas para contratos da APF, obrigando o planejamento da contratação. É permitida a alteração do escopo do contrato mediante aditivos. A literatura de Engenharia de Requisitos enfatiza que o processo de definição de requisitos evolui, no entanto, isso muitas vezes é desconsiderado. Logo, há um nítido conflito quanto à definição dos requisitos na contratação de TI na APF em consonância com a legislação vigente. A obrigação que a legislação impõe aos órgãos de conhecer e definir os requisitos precocemente à contratação pode acarretar em problemas no gerenciamento do contrato. Essa dicotomia entre a mutabilidade nos requisitos e a rigidez legal no processo de contratação inspirou uma pesquisa exploratória com organizações públicas. Nossa pesquisa deixou mais transparente os problemas vivenciados por esses órgãos nas contratações de soluções de TI. Fazemos uma análise prévia desses problemas e apontamos possíveis soluções. / [en] Acquisition of Information Technology (IT) by the Brazilian Federal Government is governed by law. In the specific case, the Law 8.666/1993 is intend to establish the rules for such contracts, forcing their planning. The Requirements Engineering literature emphasizes evolves in definition process but this is often disregard. Therefore, exists a clear conflict in requirements definition during the IT acquire in Brazilian Federal Government with current legislation. Define requirements obligation before software procurement is impose by law and can generate problems in contract management. This dichotomy among the mutability requirements and legal rigidity in the procurement process had inspired an exploratory research with public organizations. Our research provide transparency in problems experienced by these agencies in procurement of IT solutions. We prepared a preliminary analysis of these problems and pointed out possible solutions.