Every operator faces the same fork: we need capacity, do we hire a person or automate the work? The answer depends on variability, volume, and reversibility more than on cost.
Every business has a hundred processes it runs on. Most of them live in people's heads. When someone leaves, the process leaves with them. Process mapping is how you extract them onto paper.
Every service, internal or external, is either explicitly measured or implicitly evaluated on vibes. SLAs and SLOs are how you move from vibes to measured.
Every vendor relationship is a managed outsourcing of a piece of your business. Treated casually, vendors cost more than necessary and deliver less than promised. Treated like managed relationships, they're leverage.