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Managing service desk requests involves separating 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 for this separation, enabling end users to submit requests through predefined forms that are routed to the correct staff member for resolution. This streamlines request submission and makes life easier for both end-users and staff. Predefined request templates are also available for manual ticket creation on the staff side, ensuring forms are readily accessible for unique requests.