The ITOM MCP Server brings the full intelligence of ServiceNow IT Operations Management directly into the AI tools your teams already use — including Claude, ChatGPT, and other MCP-compatible clients. Rather than building fragile workarounds against raw Table APIs, operations teams get a single, enterprise-grade channel for AI-powered access to the platform's native capabilities: alert data, AI models, CMDB relationships, automation logic, service reliability data, and learning-enhanced automation insights — all surfaced through natural language, all governed by ServiceNow's role-based access controls, audit trails, and data residency policies.
Designed for enterprises where security reviews are non-negotiable, the ITOM MCP Server is the only AI integration path that satisfies CISO requirements out of the box. Every skill invocation is authenticated, scoped to the user's platform roles, and fully auditable — so AI-assisted operations scale without introducing compliance risk. With LEAP integration, operators now access automation opportunities and configuration intelligence alongside traditional operational context, enabling smarter decision-making at every stage of the IT operations lifecycle.
AIOps
Connect your AI assistant to the full depth of ServiceNow AIOps. The AIOps skill set enables operators, supervisors, and admins to query alert and alert-group data, retrieve AI-generated insights and correlation outputs, analyze related changes affecting services, and more — all through conversational interfaces. Capabilities that previously required navigating multiple workspace views are now accessible in a single prompt, grounded in the same AI models and CMDB topology that power the ServiceNow NOC experience.
Service Reliability Management (SRM)
Bring service reliability context into every AI-assisted conversation. The SRM skill set exposes CI-level reliability posture, topology-aware reliability mapping, and SLO status directly to your AI client — so teams can assess the health of a configuration item, understand upstream and downstream reliability dependencies, and evaluate the reliability impact of an active incident without leaving their AI tool. Whether you're triaging an outage or reviewing service health proactively, the SRM skills ground your AI assistant in the same reliability data that lives at the heart of the ServiceNow platform.
Learning-Enhanced Automation Platform (LEAP)
Unlock AI-driven automation insights within your AI-assisted workflows. The LEAP skill set connects operators to automation opportunities, configuration management, and setup diagnostics — enabling teams to discover optimization opportunities, assess automation readiness, and make data-informed decisions about which automations to deploy or refine. Operators can query automation opportunities discovered by LEAP's learning algorithms, retrieve configuration properties to validate automation parameters, and verify app setup status before initiating automation execution — all without context-switching to the ServiceNow platform.
New
- Alert investigation is now streamlined through a single tool. External agents can initiate alert investigations using a consolidated interface that surfaces existing AI insights or triggers a background investigation pipeline with a single call. The tool accepts both alert numbers and IDs, provides immediate insight if available, and leaves a work note when a new investigation is triggered.
Changed
- Alert investigation workflow now avoids duplicate triggers and improves error handling. The system no longer re-triggers investigations when a completed result exists but is empty, and surfaces errors when an alert is not found or the workflow cannot proceed. Work notes generated by MCP-triggered investigations are now translated for consistency.
- Alert Hypothesizer tool is now available for HLA alerts only. The tool, previously available for all alerts, is now restricted to HLA alerts only and is available only if the HLA plugin is installed.
- Input handling for alert investigation has been enhanced. The tool now supports both alert numbers and system IDs, ensuring compatibility with legacy workflows and reducing input errors.
- Read-only annotation added to the Alert Investigation tool. The tool is now explicitly marked as read-only, clarifying its behavior for integrators and users.
Removed
- Legacy alert investigation tools have been retired. The Alert Investigation, Alert Analysis, and Alert impact Analysis tools are no longer available and have been fully removed from the system. All associations and records related to these tools have been deleted to prevent confusion and ensure upgrade consistency.
- IT Operations Management
- Event Management
- Optional: Health Log Analytics (HLA)
- Service Reliability Management (SRM)
- Learning-Enhanced Automation Platform (LEAP)
- Event Management
- Australia Patch 6 and above
- Brazil Patch 0 and above