servicenow-mcp-agent 0.1.0

Claude-powered agent that manages ServiceNow incidents using MCP and AWS Bedrock

ServiceNow MCP Agent

Claude-powered agent that manages ServiceNow incidents from natural language using MCP and AWS Bedrock.

Describe IT issues, look up tickets, search by criteria, add notes, and resolve incidents -- all through a conversational interface powered by Claude.

Architecture

User Input (natural language)
       |
       v
  agent.py (agentic loop)
       |
       v
  Claude via AWS Bedrock
       |  (tool calls)
       v
  MCP Protocol (stdio)
       |
       v
  server.py (6 tools)
       |  (HTTP GET / POST / PATCH)
       v
  ServiceNow REST API
       |
       v
  Incidents created / queried / updated / resolved

agent.py -- Orchestrates the conversation loop. Sends user messages to Claude, executes tool calls via MCP, and returns results back to Claude until the task is complete.

server.py -- An MCP server that exposes six incident management tools. Handles authentication and communication with the ServiceNow Table API.

Tools

Tool	Description
create_incident	Create a new incident from a natural language description
get_incident	Look up a single incident by number (e.g. INC0010054)
search_incidents	Search incidents by state, impact, category, assignment group, etc.
update_incident	Update fields on an existing incident (impact, urgency, assignment, etc.)
add_comment	Add a customer-visible comment or internal work note
resolve_incident	Resolve an incident with a close code and resolution notes

Prerequisites

• Python 3.10+
• AWS CLI configured with a profile that has access to Amazon Bedrock
• A ServiceNow instance with REST API access (a developer instance works)

Installation

Option A: Install with pip

pip install servicenow-mcp-agent

Option B: Install from source

git clone https://github.com/Slalom-Consulting/servicenow-mcp-agent.git
cd servicenow-mcp-agent
pip install .

For development (editable install):

pip install -e .

Configure environment variables

Copy the example file and fill in your credentials:

cp .env.example .env

Edit .env:

SERVICENOW_INSTANCE_URL=https://your-instance.service-now.com
SERVICENOW_USERNAME=your-username
SERVICENOW_PASSWORD=your-password
AWS_REGION=us-east-1
AWS_PROFILE=default

Usage

servicenow-mcp-agent

Or run directly with Python:

python -m servicenow_mcp_agent.agent

Create an incident

You: Software 1 is having issues with Authentication. Can someone look into it

Assistant: Your incident has been created successfully!
  Incident Number:   INC0010054
  Short Description: Authentication issues with Software 1
  Category:          Software
  Impact:            2 - Medium
  Urgency:           2 - Medium
  Priority:          3 - Moderate
  State:             New

Look up an incident

You: What's the status of INC0010054?

Assistant: INC0010054 is currently in New state, Priority 3 - Moderate...

Search incidents

You: Show me all open high-priority software incidents

Assistant: Found 4 incident(s):
  [INC0000015] I can't launch my VPN client since the last software update
    State: 2 | Priority: 1 | Category: Software
  ...

Add a work note

You: Add a work note to INC0010054: Root cause identified - SSO certificate expired

Assistant: Work note added to incident INC0010054 successfully!

Update an incident

You: Escalate INC0010054 to high urgency

Assistant: Incident INC0010054 updated successfully!
  Urgency: 1 - High

Resolve an incident

You: Resolve INC0010054. The fix was renewing the SSO certificate.

Assistant: Incident INC0010054 resolved successfully!
  State:        Resolved (6)
  Close Code:   Solution provided
  Close Notes:  Resolved by renewing the SSO certificate.

Type quit or exit to end the session.

Project Structure

servicenow-mcp-agent/
├── pyproject.toml                          # Package metadata, dependencies, entry points
├── src/
│   └── servicenow_mcp_agent/
│       ├── __init__.py                     # Package version
│       ├── agent.py                        # Main entry point - agentic loop
│       └── server.py                       # MCP server with 6 incident management tools
├── .env.example                            # Environment variable template
├── .env                                    # Your credentials (git-ignored)
└── .gitignore

License

MIT