I can feel their pain to an extent. If I have to use an internal tool only 3 or 4 times a year you can be damn sure I'll be looking for a hand to hold as well.
If you're finding this with multiple users over a prolonged period of time, it might mean that the "solution" isn't quite as useful as you first thought it was.
Which brings me back to the conclusion of my article that there probably shouldn't be self-service in the first place!
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I can feel their pain to an extent. If I have to use an internal tool only 3 or 4 times a year you can be damn sure I'll be looking for a hand to hold as well.
If you're finding this with multiple users over a prolonged period of time, it might mean that the "solution" isn't quite as useful as you first thought it was.
Which brings me back to the conclusion of my article that there probably shouldn't be self-service in the first place!