---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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/7YsI129aw_NBR8DrsmS9ng "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}