ServiceNow ITOM MCP server
Integrate ServiceNow IT Operations Management with AI agents to automate event correlation, service mapping, infrastructure discovery, and operational intelligence. An AI agent connected to ITOM can process alerts, map service dependencies, discover cloud resources, execute remediation workflows, analyze capacity, and generate operational reports—all from natural language requests. Use this for automating incident response, proactive problem detection, service visibility, infrastructure automation, or compliance monitoring.
Setting up an MCP server
This article covers the standard steps for creating an MCP server in AI Gateway and connecting it to an AI client. The steps are the same for every integration — application-specific details (API credentials, OAuth endpoints, and scopes) are covered in the Authentication section on this page.
Before you begin
You'll need:
- Access to AI Gateway with permission to create MCP servers.
- API credentials for the application you're connecting (see the Authentication section on this page for what to collect).
Create an MCP server
Find the app in the catalog
- Sign in to AI Gateway and select App Catalog from the left navigation.
- Search for the application you want to connect, then select it from the catalog.
- Select Create MCP Server to start the wizard.
App Configuration
Confirm the Base URL for the API, then, under Tools, select the endpoints you want to expose. Select Next.
MCP Server Setup
- Enter a Name for your server — something descriptive that identifies both the application and its purpose.
- Enter a Description so your team knows what the server is for.
- Set the log level: choose Production Mode for terser logs, or Non-Production Mode for more verbose logs that can help with debugging.
- Select Next.
Authentication
Enter the authentication details for the application. This varies by service — see the Authentication section on this page for the specific credentials, OAuth URLs, and scopes to use.
Review
Look over the summary of your MCP server configuration, then select Create & Deploy. AI Gateway provisions the server and provides a server URL you'll use when configuring your AI client.
Connect to an AI client
Once your server is deployed, you'll need to add it to the AI client your team uses. Select your client for setup instructions:
Tips
- You can create multiple MCP servers for the same application — for example, a read-only server for reporting agents and a read-write server for automation workflows.
- If you're unsure which OAuth scopes to request, start with the minimum read-only set and add write scopes only when needed. Most application pages include scope recommendations.
Authentication
ITOM integration uses OAuth 2.0 authentication. Register an OAuth application in your ServiceNow instance and configure your client ID and client secret. In ServiceNow, search for Inbound Integration under the All tab and create a new OAuth 2.0 integration to obtain your client credentials.
| Value | Setting |
|---|---|
| Auth endpoint | https://{instance}.service-now.com/oauth_auth.do |
| Token endpoint | https://{instance}.service-now.com/oauth_token.do |
| Scopes | useraccount |
Available tools
These tools enable event management, service mapping, discovery operations, orchestration, and operational intelligence.
| Tool | Description |
|---|---|
| Create event | Ingest an alert or monitoring event |
| List events | Query events with filtering and search |
| Correlate events | Group related events together |
| Create incident | Generate an incident from a critical event |
| Get service map | Retrieve service dependencies and topology |
| Map service | Create or update service dependency mappings |
| Get CI | Retrieve a configuration item from CMDB |
| Create CI | Add a new configuration item |
| Run discovery | Start infrastructure discovery scan |
| Get discovery status | Check discovery job progress |
| Execute workflow | Trigger a remediation or automation workflow |
| Get health score | Retrieve service health metrics |
| Get capacity forecast | View capacity predictions |
| Create compliance report | Generate operational compliance report |
| Get anomalies | Identify performance anomalies |
Tips
Create event correlation rules that group similar alerts to reduce noise and focus attention on root causes.
Map critical services explicitly so the agent understands dependencies for impact analysis and can correlate alerts across the service topology.
Schedule discovery runs during low-traffic windows to minimize network load and avoid impacting production infrastructure visibility.
Use health scores to prioritize remediation efforts on degrading services so critical issues get attention first.
Leverage anomaly detection to identify patterns the agent can act on proactively rather than waiting for alerts.
Cequence AI Gateway