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Knowledge is Power: Provide Your IT-Support with Domain-Specific High-Quality Solution Material

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The Next Wave of Sociotechnical Design (DESRIST 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12807))

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Abstract

As more and more business processes are based on IT services the high availability of these processes is dependent on the IT-Support. Thus, making the IT-Support a critical success factor of companies. This paper presents how this department can be supported by providing the staff with domain-specific and high-quality solution material to help employees faster when errors occur. The solution material is based on previously solved tickets because these contain precise domain-specific solutions narrowed down to e.g., specific versions and configurations of hard-/software used in the company. To retrieve the solution material ontologies are used that contain the domain-specific vocabulary needed. Because not all previously solved tickets contain high-quality solution material that helps the staff to fix issues the de-signed IT-Support system separates low- from high-quality solution material. This paper presents (a) theory- and practical-motivated design requirements that describe the need for automatically retrieved solution material, (b) develops two major design principles to retrieve domain-specific and high-quality solution material, and (c) evaluates the instantiations of them as a prototype with organic real-world data. The results show that previously solved tickets of a company can be pre-processed and retrieved to IT-Support staff based on their current queries.

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Author information

Authors and Affiliations

  1. University of St. Gallen, St. Gallen, Switzerland

    Christoph Peters

  2. University of Kassel, Kassel, Germany

    Simon L. Schmidt, Mahei Manhai Li, Sascha Weigel & Christoph Peters

Authors
  1. Simon L. Schmidt
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  2. Mahei Manhai Li
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  3. Sascha Weigel
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  4. Christoph Peters
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Correspondence to Simon L. Schmidt .

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Editors and Affiliations

  1. University of Liechtenstein, Vaduz, Liechtenstein

    Leona Chandra Kruse

  2. University of Liechtenstein, Vaduz, Liechtenstein

    Stefan Seidel

  3. University of Agder, Kristiansand, Norway

    Geir Inge Hausvik

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Schmidt, S.L., Li, M.M., Weigel, S., Peters, C. (2021). Knowledge is Power: Provide Your IT-Support with Domain-Specific High-Quality Solution Material. In: Chandra Kruse, L., Seidel, S., Hausvik, G.I. (eds) The Next Wave of Sociotechnical Design. DESRIST 2021. Lecture Notes in Computer Science(), vol 12807. Springer, Cham. https://doi.org/10.1007/978-3-030-82405-1_22

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  • DOI: https://doi.org/10.1007/978-3-030-82405-1_22

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  • Online ISBN: 978-3-030-82405-1

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