MCP FOR ITSM

# MCP and ITSM Integration Platform Relationship ## Overview This document explains how the Multi-Channel Platform (MCP) enables and powers the ITSM Integration Platform. It clarifies the relationship between these two components and how they work together to provide a unified interface for multiple ITSM systems. ## What is MCP? The Multi-Channel Platform (MCP) is a foundational infrastructure that provides: 1. **Core Services:** - Authentication and authorization - API gateway and request routing - Configuration management - Deployment and scaling - Security layer - Logging and monitoring 2. **Infrastructure Components:** - Server hosting and management - Database connections - WebSocket handling - Service discovery 3. **Development Framework:** - Common libraries and utilities - Standardized API patterns - Deployment pipelines - Testing frameworks ## How ITSM Integration Platform Leverages MCP The ITSM Integration Platform is built **on top of** MCP, using MCP as its foundation. Here's how the relationship works: 1. **MCP provides the infrastructure:** - The ITSM Integration Platform is deployed via MCP's deployment service - User authentication is handled by MCP's authentication service - API requests are routed through MCP's API gateway - Configuration is stored in MCP's configuration store 2. **ITSM Integration Platform extends MCP with specialized capabilities:** - ITSM-specific adapters for ServiceNow, Jira, Zendesk, etc. - Integration health monitoring - Data normalization across different ITSM systems - Unified API for ticket management 3. **Key Benefits of this Architecture:** - The ITSM platform doesn't need to re-implement core functionality - Updates to MCP automatically benefit the ITSM platform - Consistent security and authentication patterns - Reduced development time and maintenance costs ## Technical Implementation The relationship is implemented as follows: 1. **Hosting and Deployment:** - The ITSM Integration Platform is packaged and deployed via `smithery.yaml` - MCP handles the containerization and orchestration 2. **Authentication Flow:** - User login requests go through MCP's authentication service - JWTs issued by MCP are used for ITSM API authorization - Role-based access control is managed at the MCP level 3. **API Routing:** - The MCP API gateway routes requests to the appropriate ITSM endpoints - The gateway handles rate limiting, request validation, and logging 4. **Configuration Management:** - Integration settings are stored in MCP's configuration database - The ITSM platform retrieves these settings as needed ## The Chat Client Example The Chat Client we've implemented provides a concrete example of how this architecture works: 1. User enters a message in the Chat Client UI 2. The UI makes a request to `/api/ticket/create/{integrationId}` 3. MCP authenticates the request and retrieves the integration configuration 4. The ITSM Integration Platform uses this information to: - Format the ticket for the target system - Connect to the appropriate ITSM system - Handle the API-specific authentication - Create the ticket - Return a normalized response This demonstrates how MCP provides the core infrastructure, while the ITSM Integration Platform adds the specialized ITSM functionality. ## References For visual representations of this relationship, see the following diagrams: 1. [MCP Architecture Relationship](../diagrams/mcp_architecture_relationship.mmd) 2. [MCP Enabled Flow](../diagrams/mcp_enabled_flow.mmd) 3. [Chat Client MCP Integration](../diagrams/chat_client_mcp_integration.mmd) These diagrams illustrate the components, flow, and interactions between MCP and the ITSM Integration Platform.