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.
IMPORTANT! You can use Employee Slate for ITSM either with Employee Slate for Moveworks or with Employee Slate for Now Assist. For information on configuring Employee Slate for ITSM with these applications, see Configure ITSM Employee Slate for Moveworks.
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
- Tool annotations: Standard MCP tool annotations are now included on the following tool sets, so connected AI clients can read how each tool behaves.
- On-call tools
- Change tools
- Requester tools
- Incident tools
- Knowledge graph tool
Changed
- Requester actions consolidated into incident tools: The same tools now serve both fulfillers and requesters, with ACL checks governing access according to each user's permissions.
- Add comments: Now handled through the Modify incident tool.
- Escalate incident: Now handled through the Modify incident tool.
- Check incident status: Now handled through the Get incident details tool.
Fixed
None
Removed
None.
- Now Assist for IT Service Management (16.0.6)
- Platform MCP Server (1.6.1)