View the performance of the L1 IT Service Desk AI Specialist

---
title: View the performance of the L1 IT Service Desk AI Specialist
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/perf-l1-sd-ai-spec.html
release: australia
topic_type: task
last_updated: "2026-10-08"
reading_time_minutes: 1
breadcrumb: [Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# View the performance of the L1 IT Service Desk AI Specialist

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.

## Before you begin

Role required: sn\_itsm\_common.sn\_service\_desk\_manager or admin

## About this task

With the performance analytics information provided, you can make choices about whether to change any aspects of the L1 IT Service Desk AI Specialist profile or tasks to enable it to perform better. Frequently monitoring performance enables you to identify areas of concern earlier.

## Procedure

1.  Navigate to **All** > **Service Operations Workspace**.

2.  On the Homepage, select the **L1 Service Desk AI Specialist** card.

3.  Navigate to the **Performance** tab in the L1 IT Service Desk AI Specialist guided setup.

4.  Review the AI specialist performance dashboard.

    Performance visualizations for the L1 IT Service Desk AI Specialist use the ZTSD Worker Template for the IT Service Management AI agent collection. You can get the agent collection by installing ServiceNow Otto for IT Service Management \(ITSM\).

    **Note:** Selecting a coaching opportunity from the **Quality** tab opens a read-only record page tailored for SOW. This page excludes some fields, such as Frequency, Related KPIs, and Snapshot Settings, but retains the **Quality metric type** field from Surveys. If you instead open the coaching opportunity record from AI Agent Studio, it opens in the standard record form.

    **Note:** The Analytics tab isn't visible if you open the coaching opportunity record from AI Agent Studio.

5.  Select a visualization to open a list of the matching incidents in Service Operations Workspace.

    The list applies the visualization's conditions together with the dashboard's active filters and date range. For averages such as Mean time to resolution, the list shows the incidents the average was calculated from. Incidents open in a Service Operations Workspace tab.


## What to do next

To make changes to your L1 IT Service Desk AI Specialist based on the performance analytics, see L1 IT Service Desk AI Specialist profile and task configuration.