Connect ServiceNow to Claude: Intelligent ITSM Automation

ServiceNow is an enterprise-grade platform for IT Service Management (ITSM), IT Operations Management (ITOM), and workflow automation. It centralizes service processes across incident, change, and problem management, giving teams complete visibility into IT operations.

Connect AI extends ServiceNow's capabilities by securely bridging ServiceNow with AI platforms through the Model Context Protocol (MCP). Instead of copying data or exposing APIs directly, Connect AI provides real-time, governed access to live ServiceNow data, honoring existing authentication, SSO, and access controls.

Claude, from Anthropic, is an advanced AI assistant designed for natural language understanding and reasoning. When connected through Connect AI, Claude becomes an intuitive layer over your ITSM data enabling teams to query, analyze, and summarize ServiceNow information conversationally.

By connecting Claude to ServiceNow through Connect AI, organizations can instantly turn ITSM data into insights. IT teams can ask questions like “Show incidents impacting priority services” or “Summarize SLA trends this quarter” and get real-time answers. This integration reduces reporting effort, speeds decisions, and gives teams a smarter, conversational way to manage IT operations.

This blog is part of a broader series that explores how enterprises can connect their data sources to Claude AI through CData Connect AI. The series highlights how organizations can achieve secure, governed, and conversational access to business data all within a simple no-code or low-code environment.

Understanding prerequisites and scope

Before configuring the integration, it’s important to define your requirements and confirm that your ServiceNow environment is ready for connection. Connect AI provides secure, governed access to ServiceNow data through the MCP, ensuring real-time querying while keeping data in place.

Here’s what you need to get started:

1. Required credentials and permissions

   1. A ServiceNow account with API access and appropriate table permissions

   2. Administrator rights if you’re configuring OAuth or SSO authentication

   3. A Connect AI account with an existing ServiceNow account or permissions to create connections

2. Data scope

   1. Determine which ServiceNow modules you plan to connect, such as Incidents, Change Requests, Service Catalog, CMDB, or Knowledge Base

   2. Start with a limited dataset for testing before expanding to cross-functional analytics

3. Authentication methods

   1. Basic Authentication: For testing or restricted access environments

   2. OAuth / OAuth Password: For secure, token-based authentication with configurable scopes

   3. SSO (Single Sign-On): Ideal for enterprises using identity providers like OKTA, OneLogin, ADFS, or PingFederate

4. Integration setup scope

   1. Define specific business goals such as automated SLA reporting, incident analysis, or real-time change tracking.

   2. Align permissions and roles accordingly to ensure smooth operation

Set up your ServiceNow connection in Connect AI

Proper configuration in Connect AI ensures a secure, seamless flow of data between ServiceNow and Claude. This step establishes the connection parameters and validates authentication. You can also

Follow these steps:

1. Create a new connection

   1. In your Connect AI dashboard, navigate to the Sources tab

   2. Click + Add Connection and choose ServiceNow from the connector list using the Connect AI ServiceNow connector

2. Enter connection details

   1. In the connection form, enter your ServiceNow instance URL (e.g., https://yourinstance.service-now.com)

   2. Select the appropriate authentication method; Basic, OAuth, or SSO

3. Authenticate and test

   1. For OAuth, you need to provide the Client ID, Client Secret, and Callback URL

   2. Test the connection to ensure credentials and permissions are valid

   3. Once verified, the connection appears in your dashboard as Authenticated

Connect Claude to your ServiceNow data

Once the connection is authenticated, you can link Claude to your ServiceNow data through the Model Context Protocol (MCP).

Here’s how to connect:

1. Access connectors in Claude.ai

   1. Log into your ai account

   2. Navigate to Settings → Connectors and click Add connector

2. Add Connect AI as a custom connector

   1. In the Remote MCP Server field, enter: https://mcp.cloud.cdata.com/mcp

   2. Name the connector (e.g., “Connect Cloud MCP”). For detailed setup instructions, refer to the Claude Client setup guide

3. Configure permissions

   1. Assign access controls and define which ServiceNow datasets Claude can query (e.g., Incidents, CMDB).

   2. Review organization-level settings to ensure alignment with internal data governance policies

4. Validate the connection

   1. Once set up, test by prompting Claude with a simple query like “List high-priority open incidents.”

   2. Verify that the response matches live ServiceNow data

Query ServiceNow with natural language

Now that Claude can access your ServiceNow data, you can start making natural language queries that replace complex dashboard navigation.

Here are some practical examples and tips:

1. Ask operational questions directly

   • “Show me all open incidents by assignment group.”

   • “What’s the average resolution time for P1 tickets this month?”

   • “List change requests awaiting approval.”

2. Validate responses

   • Claude provides transparent, step-by-step context on how data is retrieved via Connect AI

   • Always cross-check results against ServiceNow reports for initial validation

3. Use domain-specific phrasing

   • Claude understands ITSM terms like SLA, CMDB, Service Catalog, Priority, and Change Request

   • For custom tables, use their friendly names. Claude automatically maps them to technical table names.

4. Best practices

   • Combine related queries for richer insights, e.g., “Show SLA breaches by department and root cause.”

   • You can also visit the CData Prompt Library to find a curated library of ready-to-use AI prompts

Scale and optimize your integration

As your organization grows, scaling and optimizing the Claude–ServiceNow connection ensures consistent performance, security, and compliance.

Follow these best practices:

1. Monitor system performance

   • Track query response times and API usage in Connect AI

   • Set usage thresholds to prevent rate-limit errors

2. Troubleshoot common issues

   • If queries return empty results, confirm that Claude has permission for those specific ServiceNow tables

   • Ensure your ServiceNow API is enabled and that the instance URL uses HTTPS. Review the ServiceNow REST API documentation for endpoint details

   • Review audit logs in Connect AI for API or authentication failures

3. Plan for scale

   • Use Connect AI’s connection pooling and caching features for large data volumes

   • Segment access by department to optimize load and governance

4. Maintain governance and compliance

   • Enable audit logs for prompts, tool calls, and responses

   • Regularly review ACLs and permissions in ServiceNow to ensure alignment with enterprise policies

Frequently asked questions 

Talk to your ServiceNow data today with Connect AI

You can start exploring your ServiceNow ITSM data through natural language in minutes. Connect AI makes it effortless to connect Claude and unlock real-time insights across your organization without moving or replicating data.

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