ITIL 4 Foundation Practice Exam

What are goods in the context of service management?

1. Tangible resources transferred from a service provider to a consumer

2. Intangible benefits received from a service provider

3. Policies that guide service delivery

4. Technical support and assistance provided to users

The correct answer is: Tangible resources transferred from a service provider to a consumer

In the context of service management, goods are defined as tangible resources that are transferred from a service provider to a consumer. This understanding aligns with the core concepts of ITIL, where the distinction between goods and services is important. Goods are typically physical items that can be seen, touched, and measured, such as hardware, equipment, or any other physical asset that can be delivered to a customer. While intangible benefits and support services are crucial in service management, they do not constitute goods. Policies that guide service delivery play an essential role in managing services but are not tangible resources themselves. Therefore, recognizing goods as physical items helps to clarify what service providers deliver in the context of services, reinforcing the understanding of value co-creation between the provider and the consumer.