# ServiceNow MCP > ServiceNow MCP connects your AI client to the enterprise IT Service Management backbone. Manage everything from P1 incidents and service requests to change approvals and CMDB lookups using natural conversation. Stop navigating complex dashboards; just ask your agent to handle it. ## Overview - **Category:** industry-titans - **Price:** Free - **Tags:** itsm, incident-management, service-catalog, workflow-automation, enterprise-service-management, cmdb ## Description The ServiceNow MCP lets you manage your entire IT operational lifecycle through simple chat commands, treating your AI client like an internal ITSM command center. Instead of clicking through multiple tabs on a massive dashboard, you talk to the system. You can query open tickets by priority or SLA breach status using one prompt. Need to escalate? Just ask it to create a new incident record. Want to know if that database upgrade is safe? The agent queries the CMDB and tells you what CI relationships exist. Everything—from submitting a service request to reviewing complex change approvals—is handled conversationally. Connect this MCP through Vinkius, your #1 catalog, and give your AI agent hands-on access to every corner of ServiceNow's record system. It turns IT operations from manual data entry into dialogue. ## Tools ### create_record This tool allows you to create a brand new record in key tables like incident, change request, or service catalog requests. ### search_knowledge It searches the ServiceNow Knowledge Base and returns matching articles with their KB numbers so you know where to find solutions. ### update_record You modify an existing record by specifying only the exact fields and values that need changing, leaving everything else untouched. ### delete_record This action removes a ServiceNow record entirely; you'll be warned because this change can't be undone. ### query_table It lets you run custom queries against any table using advanced filters, including looking up related fields across the system. ### count_records This tool quickly counts how many records exist in a specific ServiceNow table without having to fetch every single one of them. ### get_record You retrieve all available information for a single record just by providing its system ID. ### list_incidents It lists multiple incidents and lets you filter the results by criteria like priority, state, or assignment group. ### list_change_requests This tool fetches a list of change requests, allowing filtering based on risk level or current state. ### query_cmdb You search the CMDB for configuration items like servers or applications using common names or IDs. ## Prompt Examples **Prompt:** ``` Show me all P1 incidents that are unassigned. ``` **Response:** ``` Found 4 unassigned P1 incidents: 1. INC0012345 — 'Email Service Down' (opened 2h ago), 2. INC0012350 — 'VPN Authentication Failure' (opened 45min ago), 3. INC0012352 — 'ERP Integration Timeout' (opened 30min ago), 4. INC0012355 — 'Database Replication Lag' (opened 15min ago). Would you like me to assign any of these? ``` **Prompt:** ``` Create a normal change request for 'Database Upgrade to v15' assigned to the DBA team. ``` **Response:** ``` Change request CHG0045678 has been created successfully. Type: Normal, Risk: Moderate, Assignment Group: DBA Team, Short Description: 'Database Upgrade to v15'. It is now pending CAB approval. Would you like me to add implementation notes? ``` **Prompt:** ``` Search the knowledge base for 'VPN connection issues'. ``` **Response:** ``` Found 3 relevant knowledge articles: 1. KB0098765 — 'VPN Troubleshooting Guide' (Last updated: March 2026, 45 views), 2. KB0098770 — 'Corporate VPN Setup for Remote Workers', 3. KB0098780 — 'Known VPN Issues After Security Patch 2026-Q1'. Would you like me to show the resolution steps from any of these? ``` ## Capabilities ### Search for known issues It searches the Knowledge Base using simple keywords, returning article numbers and summaries that help resolve incidents. ### Track active service disruptions You can list open incidents with specific filters like priority or assignment group to see exactly what needs fixing right now. ### Manage system changes The MCP lets you create new change requests, check the risk level, and track them until they are approved by CAB. ### Audit infrastructure assets Query the CMDB to find specific configuration items or map relationships between different pieces of hardware and software. ### Update ticket details You update existing records, specifying only the fields you need changed—no more opening a record just to change one status flag. ## Use Cases ### A P1 incident hits, and you need to know who owns it. The agent handles this: 'List all open incidents where the priority is 1.' It immediately returns a list of active tickets. You then ask, 'Which team needs to pick up INC0012345?' This bypasses navigating complex ticket dashboards and gets you straight to actionable data. ### A developer needs to document a new application setup. The agent handles this: 'Create a new record for the app in CMDB.' The tool uses `create_record` to log the asset, including all necessary details. This ensures the CI is documented correctly from the start of the project lifecycle. ### You need to find out what services are impacted by a known outage. The agent handles this: 'Query CMDB for all applications related to the main database server.' It uses `query_cmdb` to map dependencies, letting you see the full blast radius of the failure without manual tracing. ### A service request needs a minor field correction. The agent handles this: 'Update SC0098765 by changing the fulfillment status to Approved.' It uses `update_record` to hit that specific record and change only one field, leaving all other data intact. ## Benefits - Triage incidents faster. Instead of opening the dashboard, you just ask your agent to list open P1 incidents by assignment group using `list_incidents` and get a clean summary immediately. - Automate change control. You can create an entire change request using `create_record`, specifying type and risk level, then track it through approvals without lifting a finger on the UI. - Pinpoint infrastructure issues. Need to know if the web server is related to the database error? Use `query_cmdb` to explore CI relationships across your environment instantly. - Resolve tickets with knowledge. Instead of guessing where the answer is, use `search_knowledge` and get relevant articles right in the chat window for self-service resolution. - Handle records programmatically. You can update any existing ticket or request using `update_record`, specifying only the single field that needs changing—no manual record navigation required. ## How It Works The bottom line is that once set up, your AI client handles complex IT processes using natural language commands instead of requiring you to navigate a dozen dashboards and forms. 1. First, subscribe to this MCP and enter your organization's specific ServiceNow instance URL and credentials. 2. Next, authorize your AI client. This gives your agent direct read/write access to the core ITSM tables (incidents, changes, requests). 3. Finally, start chatting with your agent. You tell it what you need—e.g., 'List all P1 incidents assigned to Network Ops'—and it executes the required queries and actions. ## Frequently Asked Questions **How does the ServiceNow MCP handle CMDB data?** The MCP uses `query_cmdb` to let you search common configuration items like servers and applications. It can also explore relationships, showing how different assets depend on each other. **Can I use the ServiceNow MCP to track P1 incidents?** Yes, you can list open P1 incidents by using `list_incidents`. This lets you filter results immediately by priority or assignment group for quick triage. **What if I need to change a ticket field, but don't know the sys_id?** You first use `list_incidents` or `get_record` to find the record ID. Once you have that ID, you can then use `update_record` to modify specific fields. **Does ServiceNow MCP help with change approvals?** Yes, it supports managing changes. You can use `create_record` to draft a request and track its status through the system's defined approval workflows. **Is this MCP only for viewing data?** No, it lets you do more than just view. You can also execute actions like `create_record` to open new tickets or `update_record` to change the status of existing ones.