Ah, the age-old question of 'What's the missing word?' Feels like a trick question to me. Probably should have just answered 'the' and called it a day. That's the kind of outside-the-box thinking that gets you the big bucks in this industry.
I'm going with B) Processes. It just makes the most logical sense in the context of the sentence. Although, I do wonder if the exam writers have a twisted sense of humor and the answer is actually C) IT Goals. You never know with these certification tests!
A) Physical infrastructure? Really? I mean, sure, the physical stuff is important, but it's not the primary way services are delivered. That's just common sense.
Effie
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