Taking decisions in uncertainty

Decisions are an art, not a science. There is no right or wrong answer. Rather, it’s a judgement call based on what you know. I take multiple decisions with limited information as a software product maintenance leader.

Step 1 — What is known

How small and ignorable it is.

For example, in the case of a customer problem that is not progressing, your customers will conclude you are not progressing. Let them know what has been ruled out based on what you know. I think that’s a good start.