--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined L1 IT Service Desk AI Specialist release notes for upgrades from Xanadu to Zurich # Combined L1 IT Service Desk AI Specialist release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Combined L1 IT Service Desk AI Specialist Release Notes for Upgrades from Xanadu to Zurich The L1 IT Service Desk AI Specialist is an autonomous ServiceNow application designed to handle high-volume, repeatable Level 1 (L1) incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve incidents, communicates directly with requesters, and escalates cases to human agents when confidence is low. This consolidated release note covers all updates from the Xanadu through Zurich releases, helping customers prepare for upgrades and understand new capabilities and requirements. Show full answer Show less ## Key Features Introduced in Zurich * **Configurable Task Settings:** AI Admins can switch between fixed and dynamic response templates, where the AI writes activity notes, customer comments, work notes, and close notes based on administrator instructions. * **Catalog Request Submission and Tracking:** The AI Specialist can now resolve incidents by submitting or drafting service catalog requests on behalf of users, collecting details via guided questions, and linking requests to incidents for fulfillment tracking. * **Catalog Performance Analytics:** A new Catalog tab on the AI Specialist performance dashboard provides visibility into volumes of drafted, submitted, abandoned, and canceled requests by catalog item, enabling administrators to monitor catalog-based resolutions. * **Quality Assessment Skill:** Evaluate the AI Specialist's work using a coaching rubric for consistent, objective quality scoring. * **Routing Criteria Configuration:** Enables seamless hand-offs between the AI Specialist and human agents based on routing decision criteria, with analytics showing incident reassignment trends over time. * **Performance Quality Assessment Analytics:** Automatically generated quality assessments allow monitoring and comparison of AI Specialist performance across quality areas to identify improvement opportunities. * **Execution Modes:** Choose between Autonomous and Supervised modes to control the AI Specialist's autonomy in incident handling, adjustable at any time. * **Configurable Incident Handling Pipeline:** Customize how the AI Specialist processes incidents at each stage, from classification to assignment and resolution. * **Performance and Activity Monitoring:** Access detailed analytics and task execution history to track AI Specialist performance and provide feedback. ## Upgrade and Activation Information * The L1 IT Service Desk AI Specialist app is available for installation via the ServiceNow Store. Customers should contact their ServiceNow account manager for onboarding. * Domain separation is not supported in the current version. * Instances must be running on Zurich Patch 12 or later to support the AI Specialist. ## Additional Notes * No features or functionality were removed, deprecated, or changed between Xanadu and Zurich releases. * Multi-language support may vary; customers should evaluate localization needs accordingly. * Browser and accessibility requirements have not changed from previous releases. * The solution helps increase operational efficiency by automating routine L1 incident handling while allowing human agents to focus on complex issues. Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading L1 IT Service Desk AI Specialist to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-l1itservicedeskaispecialist-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [Autonomous vs. supervised](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=zurich&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=zurich&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : 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. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : 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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing L1 IT Service Desk AI Specialist features. {#dfrn3-l1itservicedeskaispecialist-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some L1 IT Service Desk AI Specialist features or functionality were removed. {#dfrn3-l1itservicedeskaispecialist-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some L1 IT Service Desk AI Specialist features or functionality were deprecated. {#dfrn3-l1itservicedeskaispecialist-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | [ ] ## Additional requirements If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Additional requirements : Your instance must be on Zurich Patch 12. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for L1 IT Service Desk AI Specialist, such as specific requirements or compliance levels. {#dfrn3-l1itservicedeskaispecialist-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | [ ] ## Highlight information If there are specific highlight considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps frees up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=zurich&ft:locale=en-US) for more information. | [ ]