OpenAI and ServiceNow expand partnership across enterprise workflows

OpenAI and ServiceNow are expanding our partnership to bring more of our models and agents into ServiceNow products and connect ServiceNow workflows with ChatGPT and Codex. Together, we’re making it easier for businesses to build applications, resolve IT requests and address security issues using AI.

The expansion builds on our partnership announced in January, bringing OpenAI into more of the work ServiceNow does for its customers and within its own business.

Working with ServiceNow through ChatGPT

A new ServiceNow integration will bring business context and workflow actions directly into ChatGPT, helping teams investigate issues and take the next step in the same conversation. An IT team member will be able to find similar incidents, assess the risk of a change and update a ServiceNow record without leaving ChatGPT.

Customers connect ChatGPT to their own ServiceNow instance and choose which capabilities to make available. ServiceNow’s Action Fabric applies existing business rules and permissions, so the actions people can take reflect their organization’s configuration and access.

ServiceNow is also previewing interactive experiences inside ChatGPT. In one example, an on-call engineer will be able to review linked monitoring alerts, recent changes and affected services, then assign the right team and work toward a fix within ChatGPT.

Powering more ServiceNow products with OpenAI

We also plan to develop new capabilities across three areas:

- Application development: A planned Codex integration in ServiceNow’s AI Workflow Factory will help developers build applications using ServiceNow’s business context and platform capabilities. OpenAI models will also power Build Agent and Autonomous Engineer to support application development and modernization.

- Cybersecurity: A joint security solution will combine OpenAI’s cybersecurity capabilities with ServiceNow’s asset, identity and business context to help teams investigate vulnerabilities, prioritize risks and coordinate remediation.

- Voice: An OpenAI-powered experience in ServiceNow’s Super Intelligence Control Tower will let people describe an AI use case aloud, helping populate assessment fields and gather missing information through follow-up questions.

Bringing ChatGPT Work and Codex to all ServiceNow employees

ServiceNow plans to give all employees access to ChatGPT Work and Codex, expanding beyond its engineering organization. Engineers can use Codex to explore codebases, make changes and run tests, while teams across the business can use ChatGPT Work in their day-to-day work. ServiceNow also plans to use OpenAI capabilities in its internal security work. OpenAI is also using ServiceNow workflows in our own operations, supported by the Super Intelligence Control Tower.

Availability

The ServiceNow MCP plugin is available in the OpenAI marketplace today, with enhanced capabilities expected by the end of 2026. Voice capabilities in the Super Intelligence Control Tower are expected in the first quarter of 2027. The OpenAI-powered security capabilities are expected to enter early access in January 2027, with general availability planned for the second quarter of 2027. Codex in AI Workflow Factory is expected to be available in 2027.