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 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 IT-Support staff based on their current queries.

In our digital world, all companies need IT support. IT support staff are under increasing pressure solving increasingly heterogeneous user tickets. Hybrid intelligence could solve many issues due to the combination of machine power and individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI): In total 17 literature-based requirements and 21 interview-based requirements with IT-support managers and support agents from three different companies were consolidated into 24 requirements to inform an ISSHI system architecture. This architecture serves as a foundation for future research regarding hybrid intelligence in IT support.

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