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Managing service desk requests is no longer a one-size-fits-all operation. It is crucial to separate routine service requests from break-fix incidents to improve resolution time, enhance communication with end-users, and simplify reporting. Change Gear's ITIL-based service request module allows this separation, enabling end-users to submit service requests through a self-service portal with predefined forms. These forms are routed to the appropriate staff member for resolution, streamlining the process for both end-users and IT staff. Predefined request templates are also available for manual ticket creation, ensuring forms are readily accessible for unique requests.
