HRSD MCP Server exposes ServiceNow HR Service Delivery capabilities as governed, outcome-focused Model Context Protocol Server (MCP) tools to MCP-compatible AI clients (e.g. Claude, Copilot). It lets AI agents create, look up, comment on, and advance HR cases, search HR knowledge, and check eligibility — all under the authenticated caller's own ACLs. Part of the Action Fabric initiative. Requires ServiceNow Otto for HR Service Delivery on the target instance.

Allow employees to:
- Open an HR case for an eligible service via natural language, with automatic routing/priority, duplicate-case detection, and a confirm-before-file step
- Check the status of a case by number, or list/search their own open, recent, or overdue cases
- Add a customer-visible comment to their own case
- Progress or close their own case with resolution notes, where the platform allows it
- Get direct, cited answers to HR policy questions from HR knowledge articles
- Get a deterministic eligibility verdict — governing criteria and required documents — for a given HR service (e.g. tuition reimbursement, relocation)
- Browse/search the HR services they're eligible to request

Allow HR agents to:
- List and triage their assigned case queue (open, overdue, unresolved)
- Add work notes or customer-visible comments to any case they're entitled to update
- Advance, resolve, or close cases with resolution notes, gated by the platform's own state-transition rules
- Look up operational/agent-facing knowledge (SLAs, approval requirements)

All actions run under the authenticated caller's own ACLs, with confirmation gates before any case is created or its state is changed.