Using L1 IT Service Desk AI Specialist

---
title: Using L1 IT Service Desk AI Specialist
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/using-l1-sd-ai-specialist.html
release: australia
topic_type: concept
last_updated: "2026-09-16"
reading_time_minutes: 1
keywords: [use]
breadcrumb: [L1 IT Service Desk AI Specialist, IT Service Management]
---

# Using L1 IT Service Desk AI Specialist

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.

## Overview of using the L1 IT Service Desk AI Specialist

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 requesters, and escalates to human agents when confidence is low. In autonomous mode, it also automatically detects major incidents and hands them off to specialist teams with complete context.

-   [Onboard the L1 Service Desk Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/onboard-l1-sd-ai-spec.md)

    Activate the L1 IT Service Desk AI Specialist and assign it to your team.

-   [View the performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/perf-l1-sd-ai-spec.md)

    Once the L1 IT Service Desk AI Specialist has completed work, you can monitor the analytics, including effectiveness, incident outcomes, and value and feedback. Use the analytics routinely to view the details in these areas.

-   [View activity of the L1 Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/activity-l1-sd-ai-spec.md)

    You can review all the records that the L1 IT Service Desk AI Specialist has worked on, and check the details of work performed.

-   [Deactivate the L1 Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/deactivate-l1-sd-ai-spec.md)

    To retire the L1 IT Service Desk AI Specialist from your team, remove your assignment group from it. Alternatively, you can completely deactivate it.