--- 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 --- # L1 IT Service Desk AI Specialist # 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 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-powered worker designed to assist IT service desk teams by investigating and resolving incidents end-to-end without human intervention. It leverages knowledge articles and historical incident data to communicate directly with requestors and escalates issues to human agents only when confidence in resolution is low. This capability streamlines incident management and improves resolution efficiency for ServiceNow customers. Show full answer Show less ## Key Features * **Autonomous Incident Resolution:** Automatically assigned to incidents and manages investigation and resolution using AI-driven insights. * **Direct Communication:** Engages with requestors to gather information and provide updates, reducing manual workload on service desk agents. * **Escalation Management:** Recognizes when confidence in resolution is insufficient and escalates incidents appropriately to human agents. * **Pre-built Skills and AI Agents:** Comes with ready-to-use AI capabilities tailored for service desk operations. ## Important Considerations * Availability of AI models and features may vary by region, data center environment, and regulatory constraints, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, and regulated markets. * Customers should verify current model provider availability and feature support based on their location and compliance requirements. * AI outputs may not always be fully accurate or appropriate; customers must apply human oversight, especially in sensitive or consequential domains such as healthcare, finance, legal, or security. * ServiceNow's AI Acceptable Use Policy governs the responsible use of the AI Specialist and may be updated periodically. ## Data Handling and Privacy * Data processed by the AI Specialist is transferred from customer instances to centralized ServiceNow environments, potentially hosted on third-party cloud providers such as Microsoft Azure. * Data is managed according to ServiceNow's internal policies and compliance standards accessible via the CORE Compliance Portal. * ServiceNow collects input, output, and edits from the AI Specialist to improve AI models and technologies, with an option for customers to opt out of future data collection. ## Getting Started To implement the L1 IT Service Desk AI Specialist, customers should contact their ServiceNow account manager. Documentation and resources to assist in configuration, usage, and learning are available, including Brazil release notes, developer resources, and support portals. 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/JiXMpiwF7Ur~pZZ6YH971Q "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/_TlWztg~aCp00YNCJqPuOQ "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/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.") | [ReferenceReview table, roles, and properties associated with the 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.") | [ ] {#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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).{#l1-service-desk-ai-specialist__p_jv2_nfg_h1c} For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-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: Brazil release notes : [https://www.servicenow.com/docs/access?context=l1-it-service-desk-ai-specialist-rn\&version=brazil\&pubname=brazil-release-notes\&ft:locale=en-US](https://www.servicenow.com/docs/access?context=l1-it-service-desk-ai-specialist-rn&version=brazil&pubname=brazil-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}