---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Service Desk Manager role in SOW for ITSM

# Service Desk Manager role in SOW for ITSM {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The IT Service Management for AI Agent Collection plugin\[sn_itsm_aia\] installs Service Desk Manager and AI Worker roles when activated.
The following roles are available with the installation of the IT Service Management for AI Agent Collection \[sn_itsm_aia\] 5.1.  
{#roles-required-ai-worker__table_hpq_zvc_yhc__entry__3}

| Role | Description | Contains roles |
|-|-|-|
| Service Desk Manager \[sn_itsm_common.sn_service_desk_manager\] | Extends the capabilities of standard Service Desk Agent (sn_service_desk_agent) role by enabling efficient team oversight and incident resolution without requiring full administrative access. Can also onboard any available AI worker to the team. | * sn_service_desk_agent * sn_aia.worker_manager {#roles-required-ai-worker__ul_fpn_cwc_yhc} |
| AI Worker Manager \[sn_aia.worker_manager\] | Can activate, onboard, setup any available AI worker to the team from the SOW Landing page or AI Agent Studio. | None |
[Tabela 1. Roles installed]

{#roles-required-ai-worker__table_hpq_zvc_yhc}