Why is the "Shadow Behavior" concept relevant in service management?

An organization is determined to transition from a reactive "fire-fighting" mode to a proactive operational approach. In the context of the VeriSM model, which element(s) should the organization focus on initially to facilitate this shift in approach?

Within the intricate framework of the VeriSM model, which specific element defines the array of management activities and practices essential for meeting governance requirements by establishing guardrails and boundaries?

Following the deployment of a new product or service, what does the "Respond" element in the VeriSM model primarily involve?