OpenAI and ServiceNow expand partnership across enterprise workflows

Overview of the Expanded Partnership

OpenAI and ServiceNow are deepening their collaboration to integrate OpenAI’s models and agents directly into the ServiceNow platform. This expansion aims to streamline enterprise operations by connecting ServiceNow workflows with ChatGPT and Codex, facilitating tasks such as application development, IT incident resolution, and cybersecurity management.

ChatGPT Integration for Enterprise Workflows

A new ServiceNow integration allows users to access business context and trigger workflow actions directly within ChatGPT. This functionality enables IT teams to perform tasks—such as investigating similar incidents, assessing change risks, and updating ServiceNow records—without switching between platforms. To maintain enterprise security, the integration utilizes ServiceNow’s Action Fabric, which enforces existing business rules and user permissions during these interactions.

ServiceNow is also developing interactive experiences within ChatGPT, such as allowing on-call engineers to review monitoring alerts, analyze recent changes, and assign remediation tasks directly within the chat interface.

New Capabilities in Development

The partnership focuses on three primary technical areas to enhance the ServiceNow ecosystem:

  • Application Development: ServiceNow plans to integrate Codex into its AI Workflow Factory. Additionally, OpenAI models will power the 'Build Agent' and 'Autonomous Engineer' tools to assist with application development and modernization.
  • Cybersecurity: A joint solution will combine OpenAI’s cybersecurity analysis capabilities with ServiceNow’s asset and identity data. This is designed to help security teams identify vulnerabilities, prioritize risks, and coordinate remediation efforts.
  • Voice Interactions: An OpenAI-powered feature within the 'Super Intelligence Control Tower' will allow users to describe AI use cases verbally. The system will assist in populating assessment fields and gathering necessary information through interactive follow-up questions.

Internal Adoption and Operational Use

ServiceNow is expanding access to ChatGPT Work and Codex to its entire workforce, extending beyond its engineering teams. Employees will utilize these tools for daily tasks, while engineering teams will use Codex for codebase exploration and testing. Concurrently, OpenAI is adopting ServiceNow workflows to support its own internal operations via the Super Intelligence Control Tower.

Roadmap and Availability

  • ServiceNow MCP Plugin: Available now in the OpenAI marketplace, with enhanced capabilities scheduled for late 2026.
  • Security Capabilities: Early access is planned for January 2027, with general availability expected in the second quarter of 2027.
  • Voice Capabilities: Expected to launch in the Super Intelligence Control Tower in the first quarter of 2027.
  • Codex in AI Workflow Factory: Expected to be available in 2027.

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