IT Service Management Foundation Practice Test

Answer: D - When defining a process it is important to consider both the physical and behavioral aspects that are present.

Key Takeaway: The physical aspects of a process (process documentation, process owner, process activities, etc.) normally garner the most attention but it is important to also consider the intangible behavioral aspects (e.g. communication needs, training requirements, etc.) within an organization when developing processes. This can be accomplished by making sure all the key stakeholders are involved in the design process.