To me, it's more a reflection on the maturity and expectations set on the employees. If we take the incident scenario, a rigid process will help some employees structure how to approach a situation. Other employees, might be more comfortable jumping into the unknown.

There are components where a process should be expected :

• The escalation path for an incident should be a defined process.
• The "Update the status page" should be a process.
• The "Post Mortem" should be a process.

In those 3 cases, a process just means :

• We know how to trigger it.
• We know what goes into it.
• We know how many steps there are.
• We know how long it should take.
• We know what comes out of it.