‘Asking “What most recently changed?” gets people thinking about what they did that might have caused the problem at hand. It gets your team focused on attempting to quickly undo anything that is correlated in time to the beginning of the incident. In our experience, it is the best opening question for any discussion around any ongoing incident from a small customer impact to a crisis. It is a question focused on restoration or service rather than problem resolution.’
—Anonymous.
Quite a Quote! 