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Skills Level 2

Service Delivery Practitioner

An intermediate check of the practices a service delivery manager or team lead uses every day.

  • 40 questions
  • 45 min
  • 5 areas
Start now Get your instant report 1 credit per attempt

Code SDMPR · Service Delivery Management series

1 Answer 40 questions 45 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 practice Average of the five areas.

1 Service level management and reporting Designing SLAs, choosing useful measures, running service reviews and reporting honestly.
2 Incident, problem and major incident Restoring service fast, running major incidents, and finding and removing root causes.
3 Change and release Assessing, approving and scheduling changes safely, and releasing new features with little disruption.
4 Availability, capacity and continuity Keeping services up, sized right and recoverable, using monitoring, planning and tested recovery.
5 Stakeholders, suppliers and teams Working with clients, suppliers and internal teams: roles, escalation paths, governance meetings and supplier performance.

Your instant report

  • Overall score and band
  • Scores for each of the 5 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

Service delivery managers, IT operations and support leads, service desk team leaders, and anyone preparing for a service delivery or ITIL 4 role.

The next step after Service Delivery Essentials. Test how well you run services day to day: service levels and reporting, incident, problem and major incident handling, change and release, availability, capacity and continuity, and working with stakeholders and suppliers. Uses ITIL 4 practices. 40 questions in 45 minutes.

  • Service delivery
  • Service management
  • ITIL 4
  • SLA
  • Incident management
  • Problem management
  • Change management
  • IT operations
  • Supplier management
Where do you stand? Find out in 45 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 level management and reporting8 questions
  3. Incident, problem and major incident8 questions
  4. Change and release8 questions
  5. Availability, capacity and continuity8 questions
  6. Stakeholders, suppliers and teams8 questions

Question types

Instructions shown before starting

40 questions in 45 minutes, across 5 areas of service delivery practice. 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 1Service Delivery EssentialsCode SDMES
  2. Level 2 · You are hereService Delivery Practitioner
  3. Level 3Service Delivery LeaderCode SDMLD
Service Delivery Practitioner40 questions · 45 min · 1 credit Start now ⚡

Ready to take Service Delivery Practitioner?

Take it yourself with a free personal account (your first credit is on us) and get your report the moment you finish, or create an organization to invite candidates and get a report and certificate for each person.

Take it myself ⚡ Use it with my team

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