Change and problem records in the service desk tool
Two record types that turn a busy service desk into a stable one. Changes: standard, normal and emergency types, when the change advisory board reviews, what a complete change record contains, and checking the change calendar for conflicts. Problems: linking repeated incidents, finding root causes without blame, recording known errors and workarounds, and closing the loop with a change and a review.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 3 Oct 2026
Skills you'll practise
- Classify changes as standard, normal or emergency and explain what each means for approval
- Write or review a change record with risk, testing, implementation, backout and communication
- Spot a scheduling conflict on a change calendar
- Explain the difference between an incident, a problem and a known error, and link records correctly
- Follow a problem from linked incidents to a permanent fix through a change
Course outline
- 1.Changes and problems in the service desk toolVideo · 2 min
- 2.Change types and the CABLesson · 15 min
- 3.A complete change record and the calendarLesson · 15 min
- 4.Problems, known errors and closing the loopLesson · 15 min
- 5.Change and problem records in the service desk tool: knowledge checkKnowledge check · 18 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.
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