After a production incident on the state unemployment-claims portal, some managers want names. What should the Scrum Master / Team Coach ask first?
Select an answer to reveal the explanation.
Short Explanation
"Who is at fault?" slams the door; "What did we learn?" opens the lab. Unemployment-claims outages are ugly enough without a hunt for a scapegoat. Learning first keeps the team honest and still able to talk.
Full Explanation
Learning-oriented questions come before blame questions if the team is to inspect a production incident safely. Naming a culprit, skipping the review via an SLA, or restoring utilization hours treats people as the defect and hides system causes. The Scrum Master / Team Coach asks what the incident taught about flow, quality, and handoffs, then helps turn that into experiments. Accountability for residents remains; humiliation is not the method.