ServiceNow ITSM MCP server
Integrate ServiceNow IT Service Management with AI agents to automate incident handling, change management, problem resolution, and service operations. An AI agent connected to ITSM can create and route incidents, manage changes, track problems, process service requests, update the CMDB, search knowledge, and monitor SLAs—all from natural language requests. Use this for intelligent incident response, automated change workflows, knowledge-driven problem solving, or IT operations automation.
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
ITSM 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 incident management, problem tracking, change control, CMDB operations, and knowledge-driven service delivery.
| Tool | Description |
|---|---|
| Create incident | Create a new incident ticket |
| Get incident | Retrieve incident details |
| Update incident | Modify incident status, priority, or assignment |
| List incidents | Query incidents with filtering |
| Search incidents | Find similar incidents by description |
| Create problem | Create a problem record from incidents |
| Get problem | Retrieve problem details and root cause |
| Link incident to problem | Associate an incident with a problem |
| Create change | Create a standard or emergency change request |
| Get change | Retrieve change details and status |
| List changes | Query changes by date or type |
| Create service request | Submit a catalog service request |
| Get request | Retrieve request details and fulfillment status |
| Get CI | Retrieve a configuration item |
| Update CI | Modify configuration item properties |
| Link CI to incident | Associate infrastructure with an incident |
| Search knowledge | Find knowledge articles |
| Check SLA | Verify SLA status for a ticket |
Tips
Route incidents to assignment groups based on category and subcategory tags to ensure incidents reach the right team.
Create change templates for common updates like patching and deployments to standardize processes and reduce configuration errors.
Link incidents to problems systematically to identify recurring issues and find root causes.
Update the CMDB whenever infrastructure changes occur to keep the dependency map current and accurate for impact analysis.
Search knowledge articles before creating new incidents to leverage existing solutions and avoid duplicating efforts.
Cequence AI Gateway