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Managing service desk requests is now a segmented process where routine service requests are separated from break fix incidents to improve resolution time, enhance communication with end-users, and simplify reporting. The Change Gear service request module, based on ITIL, allows for this segregation. End-users can submit service requests through the self-service portal using predefined forms, which are then directed to the appropriate staff member for resolution. This streamlines the submission process for end-users and staff alike. Predefined request templates are also available on the staff side for manual ticket creation, making forms easily accessible for unique requests.