---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Assign the Service Desk Manager role

# Assign the Service Desk Manager role from SOW
Admin Center {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Assign the Service Desk Manager \[sn_itsm_common.sn_service_desk_manager\] role to add the L1 IT Service Desk AI Specialist to your team (assignment group) to help with incident resolution.

## About this task

You can assign the Service Desk Manager \[sn_itsm_common.sn_service_desk_manager\] role manually using the Service Operations Workspace (SOW) Admin Center.  
Additionally, if you are an existing customer, the Service Desk Manager role is automatically assigned to users who meet any of the criteria below during the upgrade process using a fix script:

* Assignment group managers with the Service Desk Agent \[sn_itsm_common.sn_service_desk_agent\] role
* Managers of users with the SDA role assigned directly or via group membership
* Managers of an assignment group specified in the Service Desk Group Inclusion user criteria record
* Managers of users in assignment groups listed in the Service Desk Group Inclusion criteria.
{#assign-sdm-role-l1-sd-ai-spec__ul_ick_xtc_yhc}

## Before you begin

* Ensure the IT Service Management for AI Agent Collection \[sn_itsm_aia\] 5.1 is activated.
* Ensure the Service Operations Workspace (SOW) for ITSM application is updated to 8.4 version.
{#assign-sdm-role-l1-sd-ai-spec__ul_ejr_wqf_zhc}

Role required: admin

## Procedure

1. Navigate to AllService Operations Workspace Admin CenterOverview.
2. Select the Configuration tab.
3. In the Initial setup section, select Service desk manager role.  
   The Service desk manager page displays the following two tabs:
   * Service Desk Managers -- Contains list of users and user groups assigned to the Service Desk manager \[sn_itsm_common.sn_service_desk_manager\] role.
   * All available groups and users - Contains list of users and user groups that are available for assigning the Service Desk manager \[sn_itsm_common.sn_service_desk_manager\] role.
   {#assign-sdm-role-l1-sd-ai-spec__ul_t34_k5c_yhc}  
   Note:  
   If no user or user group is currently assigned to the Service Desk manager \[sn_itsm_common.sn_service_desk_manager\] role, the Service Desk Managers tab displays the Assign Service Desk manager role action, which redirects you to the All available groups and users tab.
4. Select the All available groups and users tab.
5. Select any user or user group or both and then select Add.  
   You can select to add multiple users or user groups.

   The selected user or user group is added to the list of user or user groups in the Service Desk Managers tab.

*[\>]: and then