--- 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 --- # Explore # Exploring L1 IT Service Desk AI Specialist {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read 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/~YXNoooXAllztjqkB1FXig#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/_TlWztg~aCp00YNCJqPuOQ "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/5aPZoAfCPFRNSE3Ul7t56w "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/XtdKrMx7BgQG5HPr57Xitg "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/~YXNoooXAllztjqkB1FXig#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/xHj74WyAtgBaGp~fdiBAww "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/qgoJ6zoPQpUwOGHrP2X1hQ "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/kbJSBl2URcRm5I9Ue7PEug "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/_TlWztg~aCp00YNCJqPuOQ "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/Pv3jrX3uB8dwDRB9jdwcVQ "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/LtXLmseYBfUfgTs~B_PFBQ "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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).