--- title: L1 IT Service Desk AI Specialist description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/l1-service-desk-ai-specialist.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [IT Service Management] --- # L1 IT Service Desk AI Specialist 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. \[Omitted video\] Description: Overview video of the L1 IT Service Desk AI Specialist. Contact your ServiceNow account manager to get started with the L1 IT Service Desk AI Specialist. ## Get started 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. - 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. - Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases. - 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. ## AI limitations 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. ## Data processing 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). ## Data collection 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/opt-out-of-data-sharing-for-now-assist.md). For more information, see the [Now Assist documentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/platform-now-assist-landing.md). ## Helpful resources Some ServiceNow resources that can provide you with helpful information are: - **Australia release notes** [https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/l1-it-service-desk-ai-specialist-rn.md](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/l1-it-service-desk-ai-specialist-rn.md) - **\[Omitted image "dcx-icon-dev-portal.svg"\] Developer** [developer.servicenow.com](https://developer.servicenow.com/) - **\[Omitted image "dcx-icon.svg"\] ServiceNow** [http://servicenow.com](http://servicenow.com) - **\[Omitted image "dcx-icon-store.svg"\] ServiceNow Store** [http://servicenow.com](http://servicenow.com) - **\[Omitted image "dcx-icon-support.svg"\] Support** - [https://support.servicenow.com/now](https://support.servicenow.com/now) - [Known Error Portal](https://support.servicenow.com/kb?id=known_error_portal)