Interdependencies in IT Infrastructure Services : Analyzing Service Processes for Optimal Incentive Design

IT infrastructure outsourcing arrangements involve multiple services and processes. Supporting a service often impact the efficiency, effectiveness and performance of other related services. Such interdependencies pose significant challenges in designing appropriate incentives to influence provider’s effort allocation decisions. By integrating process modeling fundamentals with multi-task agency theory, we enumerate the base set of possible interrelationships among different IT service processes, and derive corresponding optimal incentives. Our results demonstrate the impacts of risk profile, random noise, value-cost ratio, and process structure on optimal incentive rates. We find that the current practice of treating IT services as essentially independent is optimal only in limited settings where service provider and customer are risk neutral. Interestingly, non-congruent performance measurement requires optimal incentive rates to respond in complex ways to the strength of coupling between services, and the complementarity and substitutability of services. We also analyze more complex process scenarios using different combinations of the base set. The results demonstrate that while the findings from the base set largely hold, value-cost ratio of the services can pose unique challenges in determining incentive rates