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[Music] managing service desk requests is no longer a one process fits all operation separating routine service requests from break fix incidents is vital to improving resolution time enhancing communication with end-users and simplifying overall reporting introducing the change gear service request module change gears ITIL based service request module allows you to separate routine service requests from IT break fixes or incident requests an end user that wants to submit a service request using the change gear self-service portal can do so based on predefined forms that are routed to the correct staff member for resolution this streamlines request submission making life easier for the end-users submitting requests and the stamp users work in those requests moving back to the service request module the predefined request templates that we saw in the self-service portal are also included on the staff side for manual ticket creation this makes forms readily available for unique requests
