---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# L1 IT Service Desk AI Specialist release notes

# L1 IT Service Desk AI Specialist release notes {#ariaid-title1}

Release version: Zurich  
Updated August 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
The ServiceNow®
L1 IT Service Desk AI Specialist application is an autonomous worker that investigates and resolves incidents end-to-end without human intervention. It's designed to support high-volume, repeatable L1 incidents enabling a
live human agent to handle more complex issues. For incidents that come in as requests, the appropriate request item, such as software access, is proposed. The L1 IT Service Desk AI Specialist is a new application in the Zurich release. See the following sections for release notes by version.

## About L1 IT Service Desk AI Specialist {#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-about}

* 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.
{#l1-service-desk-ai-specialist-rn__ul_m2t_qrc_gkc}

See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) for more information.{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-about-2}

## Activation and other requirements {#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-requirements-activation}

Activation information{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-activation-info}
:   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/r/store-release-notes/sn-store-release-notes.html).  
    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.{#l1-service-desk-ai-specialist-rn__itsm-mcp-server-rn-requirements-info-1}
{#l1-service-desk-ai-specialist-rn__itsm-mcp-server-rn-requirements-info-1}

Additional requirements{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-add-reqs}
:   Your instance must be on Zurich Patch 12.{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-requirements-additional-1}
{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-requirements-additional-1}{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-activation-details}

## Accessibility and localization {#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-accessibility-localization}

Localization information{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-l10n-info}
:   Multi-language support for the L1 IT Service Desk AI Specialist may vary.{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-localization-1}
{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-localization-1}{#l1-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-a11y-l10n-details}

## Version 2.0 {#ariaid-title2}

The L1 IT Service Desk AI Specialist is a new application in ServiceNow Otto for IT Service Management (ITSM) in the Zurich release.

### What's new {#l1-service-desk-ai-specialist-rn-2026-09__l1-service-desk-ai-specialist-rn-2026-09-new}

[Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-1}
:   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&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-2}
:   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&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-3}
:   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.
{#l1-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-list}

## Version 1.0 {#ariaid-title3}

The L1 IT Service Desk AI Specialist is a new application in ServiceNow Otto for ITSM in the Zurich release.

### What's new {#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new}

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 and supervised execution modes](https://www.servicenow.com/docs/access?context=autonomous-supervised&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new-feature-1}
:   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&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new-feature-2}
:   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&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new-feature-3}
:   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&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new-feature-4}
:   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.
{#l1-service-desk-ai-specialist-rn-2026-08__l1-service-desk-ai-specialist-rn-2026-08-new-list}