---
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


---

# Quality assessment skill

# AI Quality assessment for L1 IT Service Desk AI Specialist {#ariaid-title1}

Release version: Brazil  
Updated September 18, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The AI Quality Assessment skill evaluates the work captured in a coaching assessment against the rubric defined on the coaching opportunity.

The IT Service Management AI Quality Assessment skill evaluates the work captured in a coaching assessment and scores it against the rubric defined on the associated coaching opportunity. The skill is part of the L1 IT Service Desk AI Specialist plugin.

## What the skill evaluates {#qa-l1-sd-ai-spec__section_qa_inputs}

The skill evaluates the following information as input:

* Incident context, such as the number, short description, and description.
* The L1 IT Service Desk AI Specialist response, including comments, work notes, close notes, and any referenced knowledge articles or catalog items.
{#qa-l1-sd-ai-spec__ul_qa_inputs}  
The skill scores the response against four metrics. Two metrics contribute to the overall quality score, and two are diagnostic only:

* **Resolution Step Quality**: whether each step contributes to resolving the incident. Contributes to the quality score.
* **Executable Resolution**: whether the response would resolve the incident if followed. Contributes to the quality score.
* **Knowledge Accuracy (Diagnostic)**: whether cited knowledge articles are consistent with the response. Doesn't affect the quality score.
* **Root Cause of Failure (Diagnostic)**: the dominant reason a resolution fell short. Doesn't affect the quality score.
{#qa-l1-sd-ai-spec__ul_qa_categories}

The assessment related list shows a human-readable Value column with each metric's label. The score column is blank for diagnostic metrics.

On the coaching assessment form, the Quality metric results related list shows the Assessment, Metric,
Score, Value, and Reasoning columns. The Category and Metric type columns no longer appear. The
Score column is empty for diagnostic metrics. The Value column shows a human-readable label for each metric, as listed in the following table.  
{#qa-l1-sd-ai-spec__table_qa_value_labels__entry__2}

| Metric | Value labels |
|-|-|
| Resolution Step Quality | Contributes to resolution, Neutral, Misleading, Not Accessible |
| Executable Resolution | Yes, Partial, No |
| Knowledge Accuracy (Diagnostic) | Consistent, Partially Consistent, Contradicts KB, No KBs Cited |
| Root Cause of Failure (Diagnostic) | None, Execution Blocked, Knowledge Gap, Wrong Diagnosis |
[Table 1. Value labels by metric]

{#qa-l1-sd-ai-spec__table_qa_value_labels}

## Quality score and tier {#qa-l1-sd-ai-spec__section_qa_scoring}

The skill averages Resolution Step Quality and Executable Resolution to calculate the composite quality score, clamped at 0, and assigns a quality tier based on that score. Diagnostic metrics don't affect the composite score.
Executable Resolution is scored from the AI judge's final verdict: Yes (100), Partial (50), or No (0).  
{#qa-l1-sd-ai-spec__table_qa_tiers__entry__2}

| Score range | Tier |
|-|-|
| 85--100 | Excellent |
| 70--84 | Good |
| 50--69 | Partial |
| 0--49 | Poor |
[Table 2. Quality tier thresholds]

{#qa-l1-sd-ai-spec__table_qa_tiers}

## Roles and configuration {#qa-l1-sd-ai-spec__section_qa_access}

Users with the sn_coaching.coach or sn_sow_itsm_common.sn_service_desk_manager role can access quality assessment results. The underlying prompts can be edited in the NowAssist Skill Kit.

The skill calls an LLM (large language model) to generate the score and supports third-party (3P) models in addition to the ServiceNow AI Platform native LLM.