I’ve been doing a “Mary Webb”. Mary, bless her heart, was a PC support technician, known for asking the same question, many times, of different people. Hence the phrase, doing a Mary Webb
Mary would have been ideally suited working Service Discovery & Transition, the process where we take over support of something from an external company.
We end up asking the same questions multiple times, in order to discover the truth. And just like Rashomon, we get different answers.
“So is the service a production service, or is it still being developed?”
Yes, it’s in production and fully supported.
– the system owner
We think it’s fully supported.
– the customer
It’s not supported, and it’s not production ready
– the support guys