This is the most powerful thing you can do in a business or for support; you have a set of scripts for the most common cases and actions and you're basically ju

This is the most powerful thing you can do in a business or for support; you have a set of scripts for the most common cases and actions and you're basically just ticking boxes to get through the process. Then you can use your brainpower for the really hard shit. It's definitely a game-changer and sad to see most orgs don't do a post-mortem or incident model report at all.