Date Added: Jan 2011
Outsourcing successful and sometimes painful has become one of the hottest topics in IT service management discussions over the past decade. IT services are outsourced to external service provider in order to reduce the effort required for and overhead of delivering these services within the own organization. More recently also IT services providers themselves started to either outsource service parts or to deliver those services in a non-hierarchical cooperation with other providers. Splitting a service into several service parts is a non-trivial task as they have to be implemented, operated, and maintained by different providers. One key aspect of such inter-organizational cooperation is fault management, because it is crucial to locate and solve problems, which reduce the quality of service, quickly and reliably.