--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Explore # Exploring L1 IT Service Desk AI Specialist {#ariaid-title1} Release version: Australia Updated August 25, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Exploring L1 IT Service Desk AI Specialist The L1 IT Service Desk AI Specialist is an autonomous AI agent designed to manage Level 1 IT service desk incidents end-to-end without human intervention. It leverages knowledge articles and historical data to investigate, diagnose, and resolve routine and repeatable incidents---such as password resets---while communicating directly with requesters and escalating cases to human agents when needed. This specialist functions like a team member, handling high-volume, low-complexity tasks to free human agents for more challenging work. Show full answer Show less Customers can assign the AI Specialist to specific assignment groups and roles to control its scope and data access. Its capabilities include task classification, incident triage, resolution, communication of updates, and escalation management. After configuration, users can test, monitor, and track the AI Specialist's performance and activities. ## Key Features * **Task automation:** Automates common L1 service desk tasks based on configured skills. * **Incident management:** Classifies, triages, investigates, and resolves incidents using organizational knowledge and historical data. * **Communication:** Interacts directly with requesters to provide updates or request additional information. * **Escalation:** Routes incidents to human agents when confidence in resolution is low. * **Role and assignment control:** Limits AI Specialist's activities and data access by assigning roles and groups. * **Performance monitoring:** Provides analytics and reports for team managers and admins to track effectiveness and outcomes. * **Guided setup and testing:** Enables configuration, preview, and activation with built-in testing tools in Service Operations Workspace. ## Users and Roles * **Service Desk Agents:** Resolve tasks and monitor AI Specialist activities within the Service Operations Workspace. * **Service Desk Managers:** Oversee teams, manage performance analytics, onboard the AI Specialist, and adjust configurations. ## Implementation Workflow * Configure AI Specialist details, profiles, roles, assignment groups, and tasks. * Test the AI Specialist on specific tasks to validate functionality. * Monitor activities and review records handled by the AI Specialist. * Track performance analytics regularly to measure effectiveness and optimize usage. * Make configuration changes as necessary to refine performance. ## Benefits * Automates routine and high-volume L1 incidents, increasing efficiency. * Improves incident classification and triage accuracy through AI-driven tasks. * Enhances communication consistency with requesters. * Allows human agents to focus on complex issues by offloading routine work. * Provides management visibility into AI Specialist and team performance. ## Next Steps ServiceNow customers looking to implement or optimize the L1 IT Service Desk AI Specialist should explore configuration guides, usage documentation, and leveraging the Autonomous Workforce framework for comprehensive AI-driven service desk automation. The L1 IT Service Desk AI Specialist uses AI agents to accomplish bigger tasks, such as task triage or updating customers with solutions that worked for similar issues. Unlike AI agents that automate specific business tasks, the L1 IT Service Desk AI Specialist is designed to perform many relevant tasks to function like a member of your team. ## L1 IT Service Desk AI Specialist overview {#exploring-l1-sd-ai-specialist__cf-exploring-parent-overview} The L1 IT Service Desk AI Specialist is an autonomous worker that is designed to help handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve assigned incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. Onboarding the L1 IT Service Desk AI Specialist can be helpful for high-volume, repeatable L1 incidents, a well-maintained knowledge base, and a clear resolution path. The L1 IT Service Desk AI Specialist addresses routine and low-level work, such as handling password reset requests. This frees human agents to focus on more complex work. You can assign the L1 IT Service Desk AI Specialist to different assignment groups and roles to limit the scope of work and the data accessed. Skills are the types of issues that the L1 IT Service Desk AI Specialist can handle. Tasks are the specific actions that the L1 IT Service Desk AI Specialist uses to solve those issues. After configuring, you can test your L1 IT Service Desk AI Specialist to verify it's working as expected. Once the L1 IT Service Desk AI Specialist has been activated, you can monitor its performance and activity on the records it handles. The tasks available to the L1 IT Service Desk AI Specialist include: * Task classification and assignment * Incident triage and diagnosis * Investigate and resolve * Communicate updates * Handle escalations and reroute tickets You can learn more about the different tasks and their options in [Configure L1 IT Service Desk AI Specialist tasks](https://www.servicenow.com/docs/cchkaxZ3mXrBFeqVELZu9g#config-tasks-l1-sd-ai-spec-sow "Select tasks that the L1 IT Service Desk AI Specialist is capable of."). ## L1 IT Service Desk AI Specialist users {#exploring-l1-sd-ai-specialist__cf-exploring-parent-users} {#exploring-l1-sd-ai-specialist__table_eg5_bz2_q3c__entry__3} | User | Role | Description | |-|-|-| | Service Desk agent | sn_itsm_common.sn_service_desk_agent | Service Desk agents resolve tasks, such as incidents and cases, using their knowledge, research, and experience. They have access to the Service Operations Workspace, where they have the ability to view the work of the L1 IT Service Desk AI Specialist on a record. | | Service Desk manager | sn_sow_itsm_common.sn_service_desk_manager | Service Desk managers have the capabilities of a standard Service Desk Agent (sn_service_desk_agent) as well as team level oversight and task resolution. They can view and manage team performance reports, analytics, and tasks and onboard the L1 IT Service Desk AI Specialist to the team in Service Operations Workspace. | [Table 1. Users] {#exploring-l1-sd-ai-specialist__table_eg5_bz2_q3c} ## L1 IT Service Desk AI Specialist workflow {#exploring-l1-sd-ai-specialist__cf-exploring-parent-workflow} Follow this workflow to implement and manage the L1 IT Service Desk AI Specialist in your organization. 1. [Configure the L1 Service Desk AI Specialist.](https://www.servicenow.com/docs/SK5u6AZuKpNM~_axxX4Wkw "Configure the name, skills, assignment groups, roles, language proficiencies, and tasks of the L1 IT Service Desk AI Specialist.") * [Basic details](https://www.servicenow.com/docs/QSHueZVW92Fx08JH3czCGg "Customize the name, profile icon, department, and description of your L1 IT Service Desk AI Specialist to match your organization's specifications."), including name, profile icon, department, and description. * [Profile](https://www.servicenow.com/docs/nbVUxfQ9kTzAUe5VPNgxfA "Modify the profile of the L1 IT Service Desk AI Specialist to set its assignment groups, roles, and language proficiencies."), including roles and assignment groups. * [Tasks](https://www.servicenow.com/docs/cchkaxZ3mXrBFeqVELZu9g#config-tasks-l1-sd-ai-spec-sow "Select tasks that the L1 IT Service Desk AI Specialist is capable of."), which consist of its tasks. {#exploring-l1-sd-ai-specialist__ul_omy_dlv_s3c} Once you have configured the L1 IT Service Desk AI Specialist, you can [test](https://www.servicenow.com/docs/FP6I4sWszchUL0FvRf33pg "Test your L1 IT Service Desk AI Specialist on a single record to preview how it works, and verify that it matches your intentions.") it on specific task records to preview how it works. 2. [Monitor activity](https://www.servicenow.com/docs/rmu5x70pJkPX1CJgcjvUOg "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.") to review the records that the L1 IT Service Desk AI Specialist has worked on to verify the details. 3. [Track performance](https://www.servicenow.com/docs/gA5HjkN4bFMG3h2ywJNPig "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."), including analytics that show effectiveness, incident outcomes, and value and feedback. Use the analytics routinely to view the details in these areas. You can configure the L1 IT Service Desk AI Specialist to make changes at any time. {#exploring-l1-sd-ai-specialist__cf-exploring-parent-workflow-ol} ## L1 IT Service Desk AI Specialist benefits {#exploring-l1-sd-ai-specialist__cf-exploring-parent-benefits} {#exploring-l1-sd-ai-specialist__table_hg5_bz2_q3c__entry__3} | Benefit | Feature | Users | |-|-|-| | Automate common categories of tasks | L1 IT Service Desk AI Specialist skills | Service Desk agent | | Classify and triage incoming work | L1 IT Service Desk AI Specialist tasks | Service Desk agent | | Investigate related records | L1 IT Service Desk AI Specialist tasks | Service Desk agent | | Communicate with users | L1 IT Service Desk AI Specialist tasks | Service Desk agent | | Monitor team and L1 Service Desk AI Specialist performance | Performance metrics | Service Desk manager or admin | | Test before activation | L1 IT Service Desk AI Specialist guided setup in SOW | Service Desk manager or admin | [Table 2. L1 IT Service Desk AI Specialist benefits] {#exploring-l1-sd-ai-specialist__table_hg5_bz2_q3c} ## What to explore next {#exploring-l1-sd-ai-specialist__cf-exploring-parent-links} To learn more about configuring and using the L1 Service Desk AI Specialist, see: * [Configuring the L1 Service Desk AI Specialist](https://www.servicenow.com/docs/SK5u6AZuKpNM~_axxX4Wkw "Configure the name, skills, assignment groups, roles, language proficiencies, and tasks of the L1 IT Service Desk AI Specialist.") * [Using L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/DJpVC7ez_K9Ej8QXJnpLKw "The L1 IT Service Desk AI Specialist is assigned to teams to investigate and resolve incidents end-to-end like a member of your team.") * [Reference for L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/Sc5yOnsC2nAGXGhrgp0nDg "Reference for L1 IT Service Desk AI Specialist provides additional information about related properties and roles.") {#exploring-l1-sd-ai-specialist__ul_ig5_bz2_q3c} ## Related products {#exploring-l1-sd-ai-specialist__section_jk1_xs5_hkc} For more information about ServiceNow Autonomous Workforce, which is made up of AI specialists, see [Autonomous Workforce](https://www.servicenow.com/docs/access?context=ai-workforce&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and review the [General guidelines for deploying an autonomous workforce](https://www.servicenow.com/docs/access?context=gg-ai-workforce&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).