--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined L1 IT Service Desk AI Specialist release notes for upgrades from Zurich to Australia # Combined L1 IT Service Desk AI Specialist release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined L1 IT Service Desk AI Specialist Release Notes for Upgrades from Zurich to Australia The L1 IT Service Desk AI Specialist is an autonomous tool designed to handle high-volume, repeatable Level 1 (L1) incidents end-to-end without human intervention. It leverages knowledge articles and historical data to investigate and resolve incidents while communicating directly with users. When confidence is low, it escalates issues to human agents. This release consolidates updates and features from the Zurich to Australia upgrades to help ServiceNow customers prepare for and optimize their use of the AI Specialist. Show full answer Show less ## Key Features * **Response Templates:** Administrators can configure response templates to operate in either a fixed format or a dynamic mode where the AI Specialist generates notes from free-form instructions. * **Catalog Request Submission and Tracking:** The AI Specialist can resolve incidents by submitting service catalog requests on behalf of users, collecting required details through guided questions, and allowing users to track request fulfillment. * **Catalog Performance Analytics:** A new Catalog tab in the performance dashboard provides insights into drafted, submitted, abandoned, and canceled requests by catalog item, enabling administrators to monitor AI handling of catalog-based resolutions. * **Quality Assessment Skill:** Enables objective, consistent evaluation of the AI Specialist's work against coaching rubrics through automated quality scoring. * **Routing Criteria Configuration:** Supports hand-offs between the AI Specialist and human agents when incidents require additional oversight or are better handled by different groups. * **Routing Decision Criteria Over Time Analytics:** Tracks the volume of incidents reassigned based on routing criteria to help analyze routing effectiveness. * **Performance Quality Assessment Analytics:** Provides detailed quality scores across different coaching opportunities to identify areas for improvement. * **Autonomous vs. Supervised Execution Modes:** Customers can select between autonomous operation or supervised execution during configuration, with the flexibility to switch modes at any time. * **Configurable Task Pipeline:** Full control over how incidents are handled at each stage, from classification and field assignments to team reassignment and resolution. * **Performance and Activity Monitoring:** Access to detailed analytics on AI task execution success and a task execution history for tracking and feedback. ## Upgrade and Activation Information * **Pre- and Post-Upgrade Tasks:** Customers should review and complete necessary upgrade tasks to ensure a smooth transition to the Australia release. * **Installation:** L1 IT Service Desk AI Specialist is installed via the ServiceNow Store. Customers should contact their ServiceNow account manager for assistance. * **Domain Separation:** Not supported in this release version. * **Instance Requirements:** For Zurich, instances must be on Patch 12; for Australia, instances must be on Patch 5m. ## Additional Information * **Localization:** Multi-language support varies across releases, so customers should verify language compatibility as needed. * **No Feature Removals or Deprecations:** There are no removals or deprecations of features between Zurich and Australia releases. * **No Changes or Updates:** No changes for browser requirements, accessibility, or specific release notes for certain release families beyond those listed. ## Benefits for ServiceNow Customers * Automates handling of repetitive L1 incidents, increasing operational efficiency. * Allows human agents to focus on complex issues by freeing them from routine tasks. * Enables flexible control over AI automation with configurable execution modes and routing options. * Provides comprehensive analytics and quality assessments to continuously improve AI performance. * Improves user experience by enabling incident resolution through catalog requests and transparent tracking. Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading L1 IT Service Desk AI Specialist to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-l1itservicedeskaispecialist-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [Autonomous vs. supervised](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=zurich&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=zurich&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | | Australia | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=australia&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [Autonomous vs. supervised](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=australia&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=australia&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=australia&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing L1 IT Service Desk AI Specialist features. {#dfrn3-l1itservicedeskaispecialist-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some L1 IT Service Desk AI Specialist features or functionality were removed. {#dfrn3-l1itservicedeskaispecialist-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some L1 IT Service Desk AI Specialist features or functionality were deprecated. {#dfrn3-l1itservicedeskaispecialist-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | | Australia | Activation information : Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | [ ] ## Additional requirements If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__38} | Release | Release notes | |-|-| | Zurich | Additional requirements : Your instance must be on Zurich Patch 12. | | Australia | Additional requirements : Your instance must be on Australia Patch 5m. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for L1 IT Service Desk AI Specialist, such as specific requirements or compliance levels. {#dfrn3-l1itservicedeskaispecialist-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__56} | Release | Release notes | |-|-| | Zurich | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | | Australia | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | [ ] ## Highlight information If there are specific highlight considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps frees up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=zurich&ft:locale=en-US) for more information. | | Australia | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=australia&ft:locale=en-US) for more information. | [ ]