I can relate to this frustration. Getting requests for simple metrics when there is a self service report is incredibly frustrating.
With thousands of potential data requesters at my workplace I’ve found that the average requester comes to us three or four times a year and by that point forgot how to use the tool and still needed hand holding.
How do you encourage these people to read the documentation and guide them to the right report?
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 relate to this frustration. Getting requests for simple metrics when there is a self service report is incredibly frustrating.
With thousands of potential data requesters at my workplace I’ve found that the average requester comes to us three or four times a year and by that point forgot how to use the tool and still needed hand holding.
How do you encourage these people to read the documentation and guide them to the right report?
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!