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Managing service desk requests is now a customized operation, separating routine requests from break-fix incidents is essential for quicker resolution. The Change Gear service request module, based on ITIL, streamlines the process by allowing end-users to submit requests through predefined forms. These forms are routed to the appropriate staff member for resolution, simplifying communication and speeding up the overall reporting process. Predefined templates are available for manual ticket creation on the staff side, ensuring forms are readily available for unique requests.