---
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


---

# Use

# Using L1 IT Service Desk AI Specialist {#ariaid-title1}

Release version: Australia  
Updated August 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Overview of using the L1 IT Service Desk AI Specialist {#using-l1-sd-ai-specialist__cf-using-parent-workflow}

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 requesters, and escalates to human agents when confidence is low.

* [Onboard the L1 Service Desk Specialist](https://www.servicenow.com/docs/bQGQl1HJpF3WrWD2oLRhvg "Add the L1 IT Service Desk AI Specialist to your team or user assignment group.")

  Activate the L1 IT Service Desk AI Specialist and assign it to your team.
* [View the 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.")

  Once the L1 IT Service Desk AI Specialist has completed work, you can monitor the analytics, including effectiveness, incident outcomes, and value and feedback. Use the analytics routinely to view the details in these
  areas.
* [View activity of the L1 Service Desk AI Specialist](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.")

  You can review all the records that the L1 IT Service Desk AI Specialist has worked on, and check the details of work performed.
* [Deactivate the L1 Service Desk AI Specialist](https://www.servicenow.com/docs/KL7QAky0p8Z6vg4_jSNIMA "Deactivate the L1 IT Service Desk AI Specialist so that it no longer acts on records and lists.")

  To retire the L1 IT Service Desk AI Specialist from your team, remove your assignment group from it. Alternatively, you can completely deactivate it.
{#using-l1-sd-ai-specialist__cf-using-parent-steps-ul}