An information model for inter-organizational fault management

IT service providers outsourcing (parts of) their IT services often have to face the side-effect of losing control over service delivery and support, and thus over the service quality. To respond to this problem, guidance on delivering IT services in inter-organizational environments is needed. One of the most important disciplines in this context is fault management. This paper presents the fundamentals of an information model for inter-organizational fault management and shows how this information model is an important component of a comprehensive management architecture for inter-organizational fault management.