--- 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 --- # L1 IT Service Desk AI Specialist # L1 IT Service Desk AI Specialist {#ariaid-title1} Release version: Australia Updated September 10, 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 L1 IT Service Desk AI Specialist The L1 IT Service Desk AI Specialist is an autonomous AI worker designed to handle incident management within ServiceNow environments. It investigates and resolves incidents end-to-end by utilizing knowledge articles and historical data, communicating directly with requestors, and escalating to human agents when its confidence in resolution is low. This AI-powered specialist aims to streamline first-level IT service desk operations by automating routine incident handling without human intervention. Show full answer Show less ## Key Features * **Autonomous incident resolution:** Automatically manages and resolves incidents assigned to it. * **AI-driven investigation:** Leverages knowledge bases and past incident data to diagnose and address issues. * **Requestor communication:** Interacts directly with users to gather information and provide updates. * **Escalation capability:** Escalates incidents to human agents if confidence in resolution falls below a threshold. * **Pre-built skills and AI agents:** Comes with configured AI models tailored for IT service desk tasks. ## Important Considerations * **Availability restrictions:** Certain AI models and features may not be available in specific geographic regions or regulated environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted instances. * **AI limitations:** Since the AI is based on machine learning, output may not always be fully accurate or appropriate. Human oversight and validation of AI results are essential, especially in critical domains like healthcare, finance, or security. * **Data processing and privacy:** Data is transferred from customer instances to centralized ServiceNow environments, potentially hosted on third-party cloud providers like Microsoft Azure, under ServiceNow's compliance policies. * **Data collection and opt-out:** ServiceNow collects inputs and outputs from the AI Specialist to improve their technology, but customers can opt out of this data collection. * **Compliance and policy adherence:** Use of the AI Specialist must comply with ServiceNow's AI Acceptable Use Policy. ## Getting Started and Support To implement the L1 IT Service Desk AI Specialist, customers should contact their ServiceNow account manager. Configuration and usage guides are available to help integrate this AI worker into existing IT service desk workflows. Additional resources include the Australia release notes, developer portal, ServiceNow Store, and ServiceNow Support for troubleshooting and further information. The L1 IT Service Desk AI Specialist is an autonomous worker, with pre-built skills and AI agents, that is assigned to teams to investigate and resolve incidents end-to-end. Contact your ServiceNow account manager to get started with the L1 IT Service Desk AI Specialist. ## Get started {#l1-service-desk-ai-specialist__cf-app-landing-get-started} |-|-| | [ExploreLearn about the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/Qaf6_uEXwup1Sc3B0SPJ9w "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.") | [ConfigureConfigure the L1 IT 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.") | | [UseUse the 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.") | [ReferenceReview table, roles, and properties associated with the 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.") | [ ] {#l1-service-desk-ai-specialist__table_z2r_dy2_q3c} The L1 IT Service Desk AI Specialist is an autonomous worker that is assigned incidents and resolves them without human intervention. It uses knowledge articles and historical data to investigate incidents, communicates directly with requestors, and escalates to human agents when confidence is low. Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#l1-service-desk-ai-specialist__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#l1-service-desk-ai-specialist__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#l1-service-desk-ai-specialist__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#l1-service-desk-ai-specialist__ul_j3b_4vd_wcc} ## AI limitations {#l1-service-desk-ai-specialist__id_mpg_qgn_xyb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#l1-service-desk-ai-specialist__p_kv2_nfg_h1c} ## Data processing {#l1-service-desk-ai-specialist__id_w3h_qgn_xyb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#l1-service-desk-ai-specialist__p_lv2_nfg_h1c} ## Data collection {#l1-service-desk-ai-specialist__id_qcq_4gn_xyb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#l1-service-desk-ai-specialist__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#l1-service-desk-ai-specialist__p_pv2_nfg_h1d} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Helpful resources {#l1-service-desk-ai-specialist__cf-app-landing-get-help} Some ServiceNow resources that can provide you with helpful information are: Australia release notes : [https://www.servicenow.com/docs/access?context=l1-it-service-desk-ai-specialist-rn\&version=australia\&pubname=australia-release-notes\&ft:locale=en-US](https://www.servicenow.com/docs/access?context=l1-it-service-desk-ai-specialist-rn&version=australia&pubname=australia-release-notes&ft:locale=en-US) Developer : [developer.servicenow.com](https://developer.servicenow.com/) ServiceNow : ServiceNow Store : Support : * * [Known Error Portal](https://support.servicenow.com/kb?id=known_error_portal) {#l1-service-desk-ai-specialist__ul_hzv_5pq_xcc}