--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Use the ITOM MCP Server Console # Using the ITOM MCP Server Console to perform ITOM tasks {#ariaid-title1} Release version: Australia Updated April 23, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using the ITOM MCP Server Console to perform ITOM tasks The ITOM MCP Server Console enables seamless integration between your ServiceNow ITOM environment and AI-enabled MCP Client applications, such as Moveworks or AWS Claude. It serves as a secure intermediary that allows agents to interact with ServiceNow ITOM data and perform tasks through natural language conversations within their MCP Client. This integration enhances efficiency by allowing IT operators to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs) without switching between multiple interfaces. Show full answer Show less ## Key Features * Retrieves alert lists filtered by parameters like time frame, state, assignment, or severity. * Provides detailed alert information based on alert numbers. * Supports investigation, analysis, and impact assessment of alerts. * Enables alert management actions including assign, close, reopen, acknowledge, and adding work notes or comments, applicable to single or bulk alerts. * Reviews CI reliability status, including related incidents, alerts, and existing SLOs. * Displays the reliability topology of a CI across upstream and downstream dependencies. * Allows creation of standard availability SLOs for CIs that lack one. * Includes integration with AIOps, SRM, and LEAP tools for enhanced ITOM capabilities. ## How It Works The ITOM MCP Server Console functions as a secure bridge between MCP Client applications and the ServiceNow instance by: * Receiving questions or requests from agents through the MCP Client using the Model Context Protocol (MCP). * Authenticating users via ServiceNow's role-based access control to ensure secure data access. * Retrieving requested data or performing actions within ServiceNow based on the agent's input. * Returning results to the MCP Client application for display to the agent. ## Intended Users * **IT administrators:** Responsible for activating the ITOM MCP Server Console within the environment. * **IT operators:** Use the console through MCP Client applications to efficiently manage alerts, assess CI reliability, and create SLOs via conversational interfaces, enabling rapid response and streamlined workflows. Connect an AI-enabled MCP Client application to your ServiceNow environment using the ITOM MCP Server Console. Use the MCP Client to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs). ## ITOM MCP Server Console overview {#use-itom-mcp-server__overview} The ITOM MCP Server Console bridges your ServiceNow ITOM environment to any AI-enabled MCP Client, such as Moveworks or AWS Claude. When agents use an MCP Client to ask questions about alerts or CIs, the ITOM MCP Server Console fetches data from the ServiceNow ITOM environment. It performs actions on behalf of the agent through natural language conversation. The ITOM MCP Server Console supports these core capabilities for alert investigation and CI reliability: * Retrieves a list of alerts based on parameters such as time frame, state, assignment, or severity. * Retrieves alert details based on the alert number. * Investigates, analyzes, and assesses potential impact of an alert. * Performs actions on alerts: assign, close, reopen, acknowledge, and add work notes or comments. Supports single-alert and bulk operations. * Reviews the reliability status of a CI, including related incidents, alerts, and SLOs. * Reviews the reliability topology of a CI across upstream and downstream dependencies. * Creates a standard availability SLO for a CI that doesn't already have one. {#use-itom-mcp-server__capabilities} The ITOM MCP Server Console includes AIOps, SRM, and LEAP tools. For details on LEAP tools, see [LEAP MCP Server](https://www.servicenow.com/docs/SytGKVixaScyJJMqZOknnA "External AI clients can query LEAP automation data using Model Context Protocol (MCP) tools exposed through the ITOM MCP Server."). ## ITOM MCP Server users {#use-itom-mcp-server__who-uses} {#use-itom-mcp-server__user-personas__entry__2} | Users | Description | |-|-| | IT administrators | Activate the ITOM MCP Server Console. | | IT operators | Use the ITOM MCP Server Console to investigate alerts, review CI reliability, assess incident impact on reliability, and create SLOs from an MCP Client application without switching between windows. Ask questions through the MCP Client application and request actions directly in the chat. Perform alert actions such as assign, close, reopen, and acknowledge on single alerts or alert groups. | [ ] {#use-itom-mcp-server__user-personas} ## How the ITOM MCP Server Console works {#use-itom-mcp-server__architecture} The ITOM MCP Server Console operates as a secure intermediary between any MCP Client application and the ServiceNow instance: 1. An agent opens their MCP Client application and asks a question about an alert. 2. The MCP Client application sends the question to the ITOM MCP Server Console using the Model Context Protocol (MCP). 3. The ITOM MCP Server Console authenticates the user against ServiceNow role-based access control. 4. The ITOM MCP Server Console retrieves the requested data or performs the requested action in the ServiceNow instance. 5. The ITOM MCP Server Console returns the result to the AI client application, which displays it to the agent. {#use-itom-mcp-server__workflow}