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Mahei Li
Title
Dr.
Last Name
Li
First name
Mahei
Email
mahei.li@unisg.ch
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1 - 3 of 3
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PublicationKnowledge is Power: Provide your IT-Support with Domain-Specific High-Quality Solution MaterialAs 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 designed IT-Support system separates lowfrom high-quality solution material. This paper presents (a) theory- and practicalmotivated design requirements that describe the need for automatically retrieved solution material, (b) develops two major design principles to retrieve domainspecific 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 ITSupport staff based on their current queries.Type: conference paperJournal: International Conference on Design Science Research in Information Systems and Technology (DESRIST)
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PublicationNutzungszentrierte Gestaltung von HI-basierten Dienstleistungen am Beispiel des IT-Supports(Springer Gabler, 2021-08-23)
;Schmidt, Simon L. ;Bruhn, ManfredHadwich, KarstenType: book sectionVolume: Geschäftsmodelle – Serviceinnovationen – Implementierung -
PublicationType: newspaper articleJournal: Service today : das Magazin für Entscheider aus Service, Marketing, Logistik und TechnikVolume: 35Issue: 1/21