MCP ITSM Integration

A Model Context Protocol (MCP) implementation for IT Service Management (ITSM) tools, designed to work with Smithery.

Overview

This project provides a unified interface for LLMs to interact with multiple ITSM systems (ServiceNow, Jira, Zendesk, Ivanti Neurons for ITSM, and Cherwell) using the Model Context Protocol (MCP). Instead of requiring LLMs to learn different APIs for each ITSM system, this integration provides a standardized set of tools that work across all systems.

MCP Server Information

This is an MCP-compliant server that implements the Model Context Protocol specification. It provides a standardized interface for Large Language Models to interact with multiple ITSM systems through a unified set of tools.

MCP Compatibility

Protocol Version: MCP 1.0
Tool Format: JSON Schema compliant
Runtime: Node.js
Transport: HTTP and stdio
Authentication: API key

MCP Server Usage

The server can be used directly with any MCP-compatible client, including:

MCP Inspector CLI tool
Claude via MCP integration
Any LLM with MCP support

To inspect the server locally:

npx @modelcontextprotocol/inspector node index.js

Features

Unified Interface: Consistent tool definitions across all ITSM systems
Intelligent Routing: Automatically routes requests to the appropriate ITSM system
Context Management: Maintains context across interactions
MCP Compliant: Follows the Model Context Protocol specification
Smithery Integration: Designed to work seamlessly with Smithery

Prerequisites

Node.js (v14 or higher)
Smithery CLI
Access to ITSM systems (ServiceNow, Jira, Zendesk, Ivanti Neurons for ITSM, Cherwell)

Installation

Clone the repository:
git clone https://github.com/yourusername/mcp-itsm.git cd mcp-itsm
Install dependencies:
npm install
Configure your ITSM credentials (see Configuration section)
Deploy to Smithery:
smithery deploy

Configuration

ITSM Credentials

Create a .env file with your ITSM credentials:

# ServiceNow
SERVICENOW_INSTANCE=your-instance
SERVICENOW_USERNAME=your-username
SERVICENOW_PASSWORD=your-password

# Jira
JIRA_URL=https://your-instance.atlassian.net
JIRA_USERNAME=your-username
JIRA_API_TOKEN=your-api-token

# Zendesk
ZENDESK_URL=https://your-instance.zendesk.com
ZENDESK_EMAIL=your-email
ZENDESK_API_TOKEN=your-api-token

# Ivanti Neurons for ITSM
IVANTI_URL=https://your-instance.ivanti.com
IVANTI_CLIENT_ID=your-client-id
IVANTI_CLIENT_SECRET=your-client-secret
IVANTI_TENANT_ID=your-tenant-id

# Cherwell
CHERWELL_URL=https://your-instance.cherwell.com
CHERWELL_CLIENT_ID=your-client-id
CHERWELL_AUTH_MODE=internal
CHERWELL_USERNAME=your-username
CHERWELL_PASSWORD=your-password

Smithery Configuration

The smithery.yaml file configures how your tools are deployed to Smithery:

name: mcp-itsm
description: MCP ITSM Tools for ticket management across multiple systems
version: 1.0.0
tools: ./tools.json
command: node index.js

Available Tools

This integration provides the following tools:

create_ticket: Create a new ticket in any ITSM system
get_ticket: Retrieve ticket details
update_ticket: Update an existing ticket
list_tickets: List tickets with filtering options
assign_ticket: Assign a ticket to a user
add_comment: Add a comment to a ticket
search_knowledge_base: Search the knowledge base for relevant articles

See tools.json for the complete tool definitions.

Usage

Once deployed to Smithery, LLMs can use these tools to interact with your ITSM systems. Here's an example of how an LLM might create a ticket:

User: "I need to report a bug in our accounting software"

LLM: (Makes a tool call)
{
  "type": "tool_call",
  "data": {
    "name": "create_ticket",
    "parameters": {
      "title": "Bug in accounting software",
      "description": "User reported an issue with the accounting software",
      "priority": "medium",
      "system": "jira"
    }
  }
}

Response:
{
  "type": "tool_response",
  "data": {
    "name": "create_ticket",
    "content": {
      "id": "ACCT-123",
      "status": "open",
      "url": "https://your-instance.atlassian.net/browse/ACCT-123"
    }
  }
}

Debugging

This project includes several debugging tools:

debug_smithery_mcp.bat: Diagnoses MCP-specific issues with Smithery
force_redeploy_smithery.bat: Forces redeployment with MCP configuration
test_tools.js: Tests MCP tool calls locally

Documentation

MCP Integration: Details of the Model Context Protocol implementation
MCP Quick Reference: Quick reference guide for MCP concepts
ITSM Systems Reference: Detailed information about each supported ITSM system
OpenAI to MCP Conversion: Guide for converting from OpenAI function calling to MCP

Diagrams

MCP ITSM Architecture: Overall architecture of the integration
System Fragmentation: The challenge of ITSM system fragmentation
LLM Reasoning: How LLMs select the appropriate ITSM system
Benefits Comparison: Comparison of traditional vs. MCP approach
Smithery Integration: How MCP integrates with Smithery

Contributing

Contributions are welcome! Please feel free to submit a Pull Request.

License

This project is licensed under the MIT License - see the LICENSE file for details.

MCP FOR ITSM

Integrations