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Skills Level 1

Service Delivery Essentials

A beginner check of the ideas every service delivery or IT support professional needs.

  • 20 questions
  • 20 min
  • 4 areas
Start now Get your instant report 1 credit per attempt

Code SDMES · Service Delivery Management series

1 Answer 20 questions 20 min with a timer, on phone or laptop.
2 Get your report instantly Scores, strengths and what to work on, the moment you finish.
3 Share your certificate Add it to LinkedIn or your CV, with a link anyone can verify.

What it measures

Overall service delivery basics Average of the four areas.

1 Service and value basics What a service is, who the customer, user and sponsor are, and how value is created together.
2 Service levels and SLAs Agreements, targets and simple measures that show whether a service is being delivered as promised.
3 Incidents and requests Logging, sorting, prioritising and escalating tickets, and knowing an incident from a request or a problem.
4 Customer care and communication Keeping customers informed, setting expectations, handling complaints and showing a service mindset.

Your instant report

  • Overall score and band
  • Scores for each of the 4 areas
  • Strengths and tips for each area
  • Certificate of completion

Taking it on your own? The report and certificate open the moment you finish. When an organization runs it, the organization decides when to share them.

Who it is for

Students, freshers, service desk and IT support staff, and anyone moving into a service delivery or customer support role.

Check your grasp of service delivery basics: what a service is and how it creates value, SLAs and service levels, handling incidents and requests, and caring for customers. Uses ITIL 4 style terms. 20 questions in 20 minutes.

  • Service delivery
  • Service management
  • ITIL 4
  • SLA
  • Incident management
  • IT support
  • Customer service
  • Beginner
Where do you stand? Find out in 20 min. No waiting: your report and certificate are ready the moment you finish.
Start now Get your instant report

How it runs

  1. Practice1 questionWarm-up, not scored
  2. Service and value basics5 questions
  3. Service levels and SLAs5 questions
  4. Incidents and requests5 questions
  5. Customer care and communication5 questions

Question types

Instructions shown before starting

20 questions in 20 minutes, across 4 areas of service delivery. Most questions have one correct answer. For 'Select all that apply' questions, choose every correct option. For situation questions, pick the best action: some other options get part marks. There is no penalty for a wrong answer.

Version 2, published 27 Oct 2026.

The Service Delivery Management series

Take them in order to build up step by step. See the whole series

  1. Level 1 · You are hereService Delivery Essentials
  2. Level 2Service Delivery PractitionerCode SDMPR
  3. Level 3Service Delivery LeaderCode SDMLD

Related assessments

Service Delivery Essentials20 questions · 20 min · 1 credit Start now ⚡

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