---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# ITSM MCP Server

# ITSM MCP Server {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ITSM MCP Server

The ITSM MCP Server enables seamless integration between your ServiceNow ITSM environment and any AI-enabled Model Context Protocol (MCP) client application, such as Moveworks or Claude.
This integration empowers service desk agents, change managers, and employees to interact with incident and change management data through natural language conversations, enhancing efficiency and user experience without navigating multiple ServiceNow interfaces.
Show full answer Show less  

## Key Features

* **Incident Management:** Retrieve and modify incident details, access assignees and assignment groups, search similar incidents, query the ServiceNow Knowledge Graph for incident-related questions, and link Knowledge Base (KB) articles to incidents.
* **Change Management:** Handle natural language queries about change requests, search and aggregate change data by criteria such as state or risk, manage the full change lifecycle (creation, updates, closure), suggest change models or templates, manage approvals and tasks, and ensure change data quality through policy evaluation.
* **Employee Experience for Requesters:** Create incidents with self-service knowledge base deflection, check status and details of their own tickets, escalate incidents, and add customer-visible comments---all via chat interface.
* **On-Call Scheduling (Optional):** When activated, supports retrieval of on-call rosters, personal schedule views, time-off and shift coverage requests, on-call handoff and overrides with approval workflows, and natural language queries about on-call schedules.

## Users and Usage

* **IT Administrators:** Responsible for activating and configuring the ITSM MCP Server.
* **Service Desk Agents, Change Managers, Fulfillers:** Use the MCP client to investigate incidents, manage change requests, and perform updates via chat without switching windows or opening forms.
* **Employees and Requesters:** Interact via chat to create incidents, check their ticket status, escalate issues, and add comments without accessing the full ServiceNow instance.

## Operation

The ITSM MCP Server acts as a secure intermediary between MCP client applications and the ServiceNow instance. When a user submits a question or request via an MCP client, the server authenticates the user using role-based access control, retrieves or updates data in ServiceNow accordingly, and returns the response to the client for display. This approach ensures secure, efficient, and conversational management of ITSM processes.  
Connect an AI-enabled Model Context Protocol (MCP) client application to your ServiceNow environment using the ITSM MCP Server. This connection provides incident and change management for service desk agents and IT managers, and allows requesters to check and manage their own tickets.

## ITSM MCP Server capabilities {#itsm-mcp-server-overview__overview}

The ITSM MCP Server connects your ServiceNow
ITSM environment to any AI-enabled MCP client, such as Moveworks or Claude. When agents ask questions about incidents or change requests, or requesters create or escalate tickets, the ITSM MCP Server retrieves data from the ServiceNow
ITSM environment. It then performs actions for the agent through natural language conversation.  
The ITSM MCP Server handles these core incident management capabilities:

* Retrieves incident details based on the incident number.
* Modifies incident details based on the incident number.
* Retrieves incident assignees and assignment groups.
* Searches and retrieves similar records.
* Queries the ServiceNow Knowledge Graph to answer natural language questions about incident or change-related data.
* Searches similar Knowledge Base (KB) articles based on the input query or incident details.
* Retrieves details for a single published KB article.
* Links a KB article to an incident as a related reference.
{#itsm-mcp-server-overview__capabilities}  
The ITSM MCP Server handles these core change management capabilities:

* Answers natural-language questions about changes and related data across multiple tables.
* Searches and retrieves change request data, similar changes, and aggregation of changes by various criteria such as state, risk, or assignment group.
* Executes the end-to-end change lifecycle, including creation, updates, and closure.
  * Suggests the appropriate change model or template.
  * Fills out change details such as assignment group, CIs, and planning fields.
  * Steps through state transitions and evaluates risk.
  * Manages approvals and creates or updates change tasks.
  * Documents closure code and notes.
  {#itsm-mcp-server-overview__ul_rls_s4p_rkc}
* Evaluates change data quality based on defined policies or similar changes to maintain quality standards across change operations.
{#itsm-mcp-server-overview__ul_bc4_wst_hjc}  
The ITSM MCP Server handles these employee experience capabilities for requesters:

* Creates an incident, with knowledge base deflection that searches for self-service solutions before creating a ticket.
* Checks the status and details of their own incidents and requested items.
* Escalates an incident to raise its urgency.
* Adds customer-visible comments on an incident or requested item.
{#itsm-mcp-server-overview__ul_requester_capabilities}

The ITSM MCP Server handles these core on-call scheduling capabilities:  
These on-call capabilities are inactive by default. To use them, you must first activate them.

* Retrieves current on-call roster and identifies who is on call during a specified time period.
* Checks personal on-call schedules and views upcoming shifts across rotation cycles.
* Requests time off or shift coverage through the MCP client application.
* Searches and retrieves on-call rotation details by team, location, or escalation group.
* Manages on-call handoff and override requests with approval workflows.
* Queries the ServiceNow Knowledge Graph to answer natural language questions about on-call schedules, coverage, and availability.
{#itsm-mcp-server-overview__ul_oh5_1hf_lkc}

## ITSM
MCP Server users {#itsm-mcp-server-overview__who-uses}

{#itsm-mcp-server-overview__user-personas__entry__2}

| Users | Description |
|-|-|
| IT administrators | Activates the ITSM MCP Server. |
| Service desk agents, change managers, and fulfillers | Use the ITSM MCP Server to investigate incidents, manage change requests, and perform updates through chat without switching windows or opening forms. Users ask questions through the MCP client application and request actions in the chat. |
| Employees and requesters | Use the ITSM MCP Server to create incidents, check status, escalate, and add comments through chat without opening the ServiceNow instance. |
[Table 1. ITSM MCP Server users]

{#itsm-mcp-server-overview__user-personas}

## Server operation {#itsm-mcp-server-overview__architecture}

The ITSM MCP Server operates as a secure intermediary between any MCP client application and the ServiceNow instance:

* An ITSM MCP Server user asks a question using an MCP client. For example:

  * An agent opens their MCP client application such as Moveworks or Claude and asks a question about an incident or a change request.
  * An employee or requester opens their MCP client application such as Moveworks or Claude and asks a question about their own ticket.
  {#itsm-mcp-server-overview__ul_ydl_txt_tjc}
* The MCP client application sends the question to the ITSM MCP Server using the Model Context Protocol.
* The ITSM MCP Server authenticates the user against the ServiceNow role-based access control.
* The ITSM MCP Server retrieves the requested data or performs the requested action in the ServiceNow instance.
* The ITSM MCP Server returns the result to the AI client application, which displays the result to the user.
{#itsm-mcp-server-overview__workflow}