"Shadow behavior," commonly known as "Shadow IT," refers to the practice where organizational units or individuals procure and implement technology solutions and services without the explicit approval or oversight of the central IT department. This behavior often stems from a desire for greater agility and responsiveness than traditional IT processes can offer. While it can sometimes lead to rapid problem-solving, it introduces significant risks, including security vulnerabilities, data silos, compliance issues, and increased costs. The VeriSM framework acknowledges the prevalence of this behavior in the digital age and advocates for a flexible governance model (the Management Mesh) to manage and integrate these solutions rather than simply prohibiting them.

A. This option describes "job-shadowing," which is a sanctioned and recognized method for on-the-job training and professional development.

B. This describes a cultural or team dynamic related to personality clashes and influence, not the unsanctioned use of technology.

D. This describes an ideal outcome of highly mature and efficient IT service management, where technology seamlessly supports the business.

1. International Foundation for Digital Competences. (2017). VeriSM™: A service management approach for the digital age. Van Haren Publishing.

Page 31, Section 3.4 The changing role of IT: The text explicitly discusses "shadow IT," stating, "In the past, many organizations have tried to prevent ‘shadow IT’, where parts of the business buy their own IT solutions... VeriSM recognizes that in the digital age, this is no longer a realistic or even a desirable approach. Instead, the capabilities of the organization need to be harnessed and supported." This directly aligns with the definition of implementing solutions without explicit organizational endorsement.

2. Winkler, T. J., & Brown, C. V. (2014). Governing and Managing Shadow IT. MIS Quarterly Executive, 13(3).

Page 132, Section: What is Shadow IT?: The article defines Shadow IT as "IT devices, software, and services outside the ownership or control of IT organizations." This academic definition corroborates that the core of the concept is the lack of official endorsement and control, as stated in option C.