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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# ITSM MCP Server

# ITSM MCP Server {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of ITSM MCP Server

The ITSM MCP Server connects AI-enabled Model Context Protocol (MCP) client applications, such as Moveworks or Claude, to your ServiceNow ITSM environment.
This integration enables service desk agents, change managers, and employees to manage incidents, change requests, and related tasks through natural language conversations within their MCP client, improving efficiency and user experience.
The server acts as a secure intermediary that authenticates users and facilitates data retrieval and updates via ServiceNow's role-based access control.
Show full answer Show less  

## Key Features

* **Incident Management:** Retrieve and modify incident details, access assignees and assignment groups, search similar records, query the ServiceNow Knowledge Graph for incident-related questions, and link knowledge base (KB) articles to incidents.
* **Change Management:** Handle natural language queries about changes, search and retrieve change data, execute the full change lifecycle including creation, updates, closure, risk evaluation, approval workflows, and maintain change data quality through policy enforcement.
* **Employee Experience:** Enable requesters to create incidents with KB deflection, check ticket status, escalate incidents, and add customer-visible comments through chat without needing to access the ServiceNow interface directly.
* **On-Call Scheduling (optional):** Once activated, it supports retrieval of on-call rosters, personal schedules, time-off and shift coverage requests, management of handoffs and overrides with approvals, and natural language queries about on-call coverage and availability.

## Users and Benefits

* **IT Administrators:** Responsible for activating and managing the ITSM MCP Server.
* **Service Desk Agents and Change Managers:** Use the server to efficiently manage incidents and changes via chat, reducing the need to switch windows or open forms.
* **Employees and Requesters:** Can create and manage their own tickets through conversational AI, enhancing self-service capabilities and reducing resolution times.

## How It Works

The ITSM MCP Server operates by receiving user queries from an MCP client, authenticating the user based on ServiceNow roles, processing the request within the ServiceNow environment, and then returning results back to the client application. This seamless interaction allows agents and employees to perform ITSM tasks naturally and securely via AI-driven chat interfaces.  
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}