A business process breaks.  If we have a procedure, we execute it.  If we don't, we figure it out or escalate it, then we make it a procedure for the future.

Its pretty simple: over 50% of a typical operations support team's effort is repeatable procedure.  

so we only figure it out once and save that 50% thereafter ...

Its our team's job to document the steps required to operate day-to-day and resolve business process breaks.  We call this runbooking and it is the heart of our operation.  

It is where we separate context and judgement from procedure.  We spend a lot of time making sure our documents are clear and executable by anyone.  We believe anything can be proceduralized.