---
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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![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 connects your ServiceNow ITSM environment with AI-enabled Model Context Protocol (MCP) client applications like Moveworks or Claude.
This integration allows service desk agents, change managers, and employees to interact with incident and change management tasks through natural language conversations, improving efficiency and accessibility without needing to switch between ServiceNow windows or open forms.
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 natural language answers, and link Knowledge Base articles to incidents.
* **Change Management:** Handle end-to-end change lifecycle operations including creation, updates, closures, approvals, risk evaluation, and quality assessments. Supports natural language queries across change-related data and suggests appropriate change models or templates.
* **Employee Experience:** Requesters can create incidents with knowledge base deflection, check incident status, escalate incidents, and add customer-visible comments---all via MCP client applications without direct access to the ServiceNow instance.
* **On-Call Scheduling (Optional):** When activated, supports retrieval of on-call rosters, personal schedules, time-off requests, shift coverage, and approval workflows, along with natural language queries about on-call availability.
* **Secure Operation:** Acts as a secure intermediary that authenticates users with ServiceNow role-based access control before retrieving data or executing actions.

## Users and Use Cases

* **IT Administrators:** Responsible for activation and configuration of the ITSM MCP Server.
* **Service Desk Agents and Change Managers:** Use the MCP Server via AI clients to manage incidents and changes efficiently through conversational interfaces.
* **Employees and Requesters:** Interact with their own tickets and requests conveniently through AI clients, improving self-service capabilities and reducing direct ServiceNow instance usage.

## How It Works

Users interact with AI-enabled MCP client applications by asking questions or requesting actions related to incidents, changes, or on-call schedules. The MCP client sends these requests to the ITSM MCP Server, which authenticates the user, interacts with the ServiceNow instance to retrieve or update data, and returns the response to the client application for display.  
Connect an AI-enabled Model Context Protocol (MCP) client application to your ServiceNow environment using the ITSM MCP Server. This connection enables incident and change management for service desk agents and IT managers, and enables 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 for example, 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.
* 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, perform updates, and move incidents and change requests through their lifecycle, without switching between 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 the status of their own incidents and requested items, escalate incidents, and add comments, through an MCP client application, without opening the ServiceNow instance directly. |
[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}