ITSM MCP Server is built on the ServiceNow platform framework that exposes incident, change, and request management capabilities to any MCP-compatible AI client. The server is packaged as an ITSM MCP plugin with a dependency on Now Assist, providing a standardized integration surface for external AI tools.
Key Design Principles -
• Tiered rollout: Start with Incident Management (minimum commitment), expand to Change and Request Management
• Platform-native: Built on ServiceNow's platform framework, leveraging existing APIs and security model
• Clear server purpose: Descriptive server identity and tool descriptions so MCP clients (e.g., Claude, CoPilot) can effectively discover and match capabilities
• Now Assist for ITSM dependency: Plugin requires Now Assist capabilities, aligning with the ServiceNow AI platform strategy
• Existing tool reuse: Incorporate existing incident-related tools from prior work (Now Assist skills, Moveworks Service Operations Assistant for Fulfillers) and extend with change/request tools
MCP client should be able to query any information within the context of an incident.
Connects MCP-compatible AI clients to ServiceNow IT Service Management (ITSM) as the system of record. Enables service desk agents, IT fulfillers, and IT managers to perform ITSM operations through natural language — from triage and investigation through assignment, collaboration, and resolution.
Capabilities by domain:
Incident Management (v1.0.6) — Retrieve incident details, investigate root causes across related records (SLAs, CIs, changes, outages, problems, sub-tasks), look up assignment groups, and modify incidents including work notes, comments, reassignment, escalation, resolution, and closure.
Change Management (v2.0.1) - Capabilities spanning search and retrieval (change.query), risk and readiness analysis (change.analyze), drafting and lifecycle updates (change.lifecycle), and cross-record question answering (itsm.knowledge_graph)
Requester experience (v3.0.0) - Capabilities include checking incident and RITM status, requesting escalations, adding customer-visible comments, creating incidents with duplicate and KB deflection checks, creating requests, looking up RITMs, and cross-record question answering via the ITSM knowledge graph.
On-Call (v3.1.1) - Capabilities include identifying who's on call for any group with primary and secondary engineer names and contact information, checking your next shift with group, rota, start/end time, and role, and requesting time off from an upcoming shift with rota membership and schedule validation plus user confirmation before submission.
New
- Attach a knowledge article to an incident (
incident.attach_kb) — Ask your AI assistant to attach a relevant KB article to an incident, so the guidance that resolved it is captured on the record without leaving the conversation. - Knowledge article details (
incident.get_kb_details) — Ask for the full content of a knowledge article and get the complete context back in the conversation, not just a title and link. - Find similar knowledge articles (
incident.search_similar_kb) — Describe a problem in your own words and get semantically matched KB articles, without needing to know the right keywords or article numbers. - Catalog item lookup (
lookup_catalog) — Ask your AI assistant to find the right service catalog item by describing what you need, instead of browsing the catalog yourself. - Change related records (
change.relation) — Ask what's connected to a change and get its approvals, change tasks, affected CIs and services, linked incidents, and outages in one response. - Approval decisions (
task_approval_decision) — Approve or reject change and request tasks directly through your AI assistant, across both change and request approvals.
Changed
- Requester identity in knowledge graph queries (
itsm_knowledge_graph) — Knowledge graph queries now capture requester identity accurately, so questions scoped to your own incidents and requests return the right records. - Faster escalations (
escalate_incident) — Escalating an incident no longer requires the assistant to call other tools first, so the escalation completes in fewer steps. - Multi-criteria change search (
change.query) — Search changes across several criteria in a single call instead of chaining separate queries, replacing the previous separate search and aggregate operations. - Incident tools available without the itil role — Incident tools now work for identities holding only incident read or incident write roles, so requesters and read-only stakeholders can use them without elevated access.
- Group lookup by name — Ask your AI assistant to find an assignment group by name rather than needing its identifier.
- Broader AI client support for change tools — Change management tools are validated against additional clients including Claude Desktop, Codex, and Copilot.
Fixed
- Assigning an incident by user identifier through the Modify Incident tool no longer skips the assignment eligibility check that already applied to name-based lookups.
- Knowledge graph queries involving catalog items and requested items no longer intermittently return empty results for repeated identical questions.
- Requesting incident details no longer fails with an error for callers who hold only incident read or incident write roles and cannot read work notes.
- Labels and date formatting in the on-call next shift response are corrected.
- Work notes and comments passed to the change task update operation are now saved to the record.
Removed
None.
- Now Assist for IT Service Management (16.0.6)
- Platform MCP Server (1.6.1)