Where ITIL does not apply...

I've had numerous discussions with quality management fanatics over the years. They do a great job! Only one problem; you can't have policies, standards and procedures for everything. If something unforseen happens, you can either a) create a new range of documents and execute them, or b) you can take action based on common sense, experience and pure reflexes. Guess once which side I'm at. (Click image for full size)