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Connect the ServiceNow MCP server

Connect the ServiceNow MCP server to securely manage incidents and changes with AI Coworkers.

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Written by Riya Sebastian

Integrate the ServiceNow MCP (Model Context Protocol) server with Atomicwork to give your AI Coworkers and automated workflows access to a comprehensive suite of ServiceNow actions. By connecting this server, your AI Workforce can securely interact with your ServiceNow environment to manage incidents, change requests, CMDB records, and service catalogs directly within your workspace.

This integration uses a secure OAuth flow to establish a connection and is separate from the standard ServiceNow-Atomicwork integration.

Review prerequisites

To connect the ServiceNow MCP server, you must have the following credentials and permissions:

  • Atomicwork admin access: You need organization administrator access in Atomicwork.

  • ServiceNow admin access: You need administrator access to your ServiceNow instance to authorize the OAuth flow.

Connect the ServiceNow MCP server

Follow these steps to set up the connection:

  1. Setup an OAuth app in ServiceNow.

  2. Navigate to Settings, select MCP Store, and click on the ServiceNow tile.

  3. Click Connect.

  4. Click Connect and paste in the following values:

  5. Click on Connect. An external modal from ServiceNow instance will open, asking you to verify the integration. Review the requested permissions and click Allow.

Once the setup is complete, a full list of all available ServiceNow tools will be displayed on your screen.

Understand available tools

The ServiceNow MCP server exposes a wide range of capabilities to your AI workforce. To make these capabilities easier to manage, the tools are grouped into the following broad categories:

  • Records and tables: Create, retrieve, update, and delete general database records and table entries.

  • Incidents and interactions: Manage ServiceNow incidents and customer service interactions, including creating, updating, and closing them.

  • Change requests and change tasks: Create, update, delete, and schedule normal, standard, or emergency change requests, manage change tasks, and run conflict checks.

  • CMDB and CI lifecycle management: Manage Configuration Items (CIs) in the Configuration Management Database (CMDB), including Linux servers, application services, and relationship mappings.

  • Service catalog and carts: Browse catalogs, manage service catalog items, add items to carts, and submit orders or checkouts.

  • Attachments and files: Upload, find, download, and delete attachments associated with ServiceNow records.

  • Users, roles, and activity subscriptions: Retrieve user details, manage global role inheritance, and access activity subscriptions.

  • Import sets and data classification: Insert import set records, create import sets, and manage data classifications.

  • CI/CD, plugins, and instance scans: Install applications from repositories, run instance scans, activate plugins, and run test suites.

  • Telecom and SD-WAN trouble tickets: Create and update industry-specific SD-WAN and TMF trouble tickets.

  • Analytics, stats, and metadata: Retrieve performance analytics scorecards, system statistics, and CMDB class metadata.

Configure tool access for AI Coworkers

After completing the setup, you can control which tools your AI Coworkers can use. This allows you to practice the principle of least privilege by granting only the necessary capabilities to each AI Coworker.

  1. Navigate to AI Workforce, select AI Coworkers, and then click Tools.

  2. Select the specific AI Coworker you want to configure.

  3. Grant granular or complete access to the available ServiceNow tools based on your requirements.

In addition to standard agents, the Admin Assist workflow builder and the coding agent automatically have access to the ServiceNow MCP server while building workflows and writing custom code scripts respectively.

Next steps

Now that you have connected the ServiceNow MCP server, you can begin equipping your digital teammates with these capabilities.

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