ServiceNow problem and change management for fulfillers
How problem coordinators and technicians use ServiceNow Problem and Change Management day to day: the problem states and the Assess, Root Cause Analysis and Fix decisions, problem tasks, workarounds and how they reach linked incidents, accepting risk versus applying a fix, known error articles, the three change types and their state progressions, planning a change so conflict detection can work, blackout and maintenance windows, CAB review, and what to check first when a change or problem doesn't behave as expected.
- Level
- Intermediate
- Length
- About 55 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- ServiceNow
Skills you'll practise
- Move a problem through Assess, Root Cause Analysis and Fix in Progress, choosing Confirm, Mark Duplicate, Cancel, Fix or Accept Risk correctly
- Communicate a workaround or fix and predict what happens to the linked incidents
- Choose standard, normal or emergency for a change and explain which states each passes through
- Fill in a change request so conflict detection can run, and interpret conflict types such as Blackout and Not in Maintenance Window
- Create a known error article from a problem and explain how it is published
- Diagnose common problem and change mistakes from a record's activity
Course outline
- 1.ServiceNow problem and change managementVideo · 2 min
- 2.Working a problem from assessment to root causeLesson · 18 min
- 3.Workarounds, fixes, accepted risk and known errorsLesson · 18 min
- 4.Change requests: types, states, conflicts and CABLesson · 19 min
- 5.ServiceNow problem and change management for fulfillers: knowledge checkKnowledge check · 16 questions
- 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- ServiceNow docs: Life cycle of a problem
- ServiceNow docs: Life cycle of a problem task (root cause analysis and general tasks)
- ServiceNow docs: Problem form (states, resolution code, workaround, cause notes, fix notes)
- ServiceNow docs: Assess a problem (Confirm, Mark Duplicate, Cancel)
- ServiceNow docs: Investigate root cause of a problem (Fix, Accept Risk, Re-analyze)
- ServiceNow docs: Resolve and complete a problem
- ServiceNow docs: Communicate workaround for Problem
- ServiceNow docs: Synchronization between incident and problem records
- ServiceNow docs: Create a known error article
- ServiceNow docs: Create change request from a problem
- ServiceNow docs: Change types (standard, normal, emergency)
- ServiceNow docs: State progression for normal, standard, and emergency changes
- ServiceNow docs: Conflict detection (blackout and maintenance windows)
- ServiceNow docs: Detect conflicts manually and review conflict details
- ServiceNow docs: Standard change catalog
And 2 more.
See it with your own jobs and topics
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