ServiceNow MCP

ServiceNow runs IT service management, operations, and workflow on the Now Platform, where incidents, change requests, problems, CMDB configuration items, catalog requests, and knowledge articles all live as records in tables. The vendor MCP server publishes selected parts of that platform as Model Context Protocol tools, so an AI assistant can work against real records in an instance rather than a copied export. An agent can query records with filters and return only the fields it needs, open and update an incident, add work notes, look up the configuration item behind an alert along with its relationships, and retrieve knowledge articles that document a known fix. Administrators control the surface from an MCP server console inside the instance, registering which servers and tools are published, which tables and operations each one covers, and which roles are allowed to call them. That means a service desk assistant and a developer assistant can be pointed at the same instance with completely different capabilities. Because the tools run through Now Platform access control, an agent acts as an authenticated user and cannot read or write past that user's roles and ACLs, and the resulting changes stay in the normal audit trail. The audience is IT service desks, platform owners, and internal developers who want triage, enrichment, and record updates handled conversationally without moving data out of ServiceNow.