Find the relevant evidence
Bring the incident, related service records, and knowledge needed for the selected task into scope.
ServiceNow AI Connectivity
Connect service context to the work ahead.
Design agent workflows around your incidents, requests, and knowledge. Define the data, identity, and permitted operations before connecting your ServiceNow instance.
Your AI clientMCP tools
vivlyIdentity and tool scopeServiceNowSource permissions
vivlyIdentity and tool scopeServiceNowSource permissionsAn integration planning view. Confirm the connector, transport, and tool inventory for your deployment.
Reason across records
Map references and service history so an investigation has a defined path between the relevant records.
Keep action separate
Access to information is not permission to change it. Define supported actions and the human review required before execution.
Define your integration
Start with one service workflow.
ServiceNow deployment guides describe the decisions to validate. They do not establish feature parity with the Salesforce agent server.
- 01
Scope
Choose an incident briefing, request handoff, or knowledge retrieval workflow with your service owner.
- 02
Map
Identify tables, reference fields, journal entries, and knowledge sources. Agree which records the workflow needs.
- 03
Authorize
Review the connection identity, instance ACLs, and permitted tools before connecting an AI client.
- 04
Validate
Compare results with known source records. Confirm connector availability and supported operations for your instance.
Agree the scope before rollout.
Review instance access, table and field scope, credential ownership, and operational support with your platform owner. Validate any write workflow separately.