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Outsourcing -- successful, and sometimes painful -- has become one of thehottest topics in IT service management discussions over the past decade. ITservices are outsourced to external service provider in order to reduce theeffort required for and overhead of delivering these services within the ownorganization. More recently also IT services providers themselves started toeither outsource service parts or to deliver those services in anon-hierarchical cooperation with other providers. Splitting a service intoseveral service parts is a non-trivial task as they have to be implemented,operated, and maintained by different providers. One key aspect of suchinter-organizational cooperation is fault management, because it is crucial tolocate and solve problems, which reduce the quality of service, quickly andreliably. In this article we present the results of a thorough use case basedrequirements analysis for an architecture for inter-organizational faultmanagement (ioFMA). Furthermore, a concept of the organizational respectivefunctional model of the ioFMA is given.

Inter-organizational fault management: Functional and organizational core aspects of management architectures