OpenAI and ServiceNow announced an expansion of their partnership to integrate OpenAI models and agents into ServiceNow products and workflows. The effort is intended to let teams use ChatGPT and Codex directly within ServiceNow tasks such as application development, IT incident response and security investigations.
ChatGPT linked to ServiceNow workflows
A new integration will surface business context and workflow actions inside ChatGPT so users can investigate issues and act without switching systems. According to the companies, an IT responder will be able to find similar incidents, assess change risk and update ServiceNow records from the same ChatGPT conversation. Customers choose which capabilities to expose and connect ChatGPT to their ServiceNow instance, and ServiceNow’s Action Fabric enforces existing business rules and permissions to reflect each organization’s configuration and access.
ServiceNow is previewing interactive scenarios in ChatGPT, for example enabling an on-call engineer to review monitoring alerts, recent changes and affected services, then assign a team and progress a fix within the ChatGPT session.
Planned capabilities: development, security and voice
The partners said they will develop capabilities across three areas. For application development, a planned Codex integration in ServiceNow’s AI Workflow Factory will help developers build applications using ServiceNow business context. OpenAI models are also expected to power Build Agent and Autonomous Engineer to support development and modernization.
For cybersecurity, the companies described a joint solution that will combine OpenAI’s cybersecurity features with ServiceNow’s asset, identity and business context to aid vulnerability investigation, risk prioritization and remediation coordination. For voice, an OpenAI-powered feature in ServiceNow’s Super Intelligence Control Tower is planned to capture spoken descriptions of an AI use case and populate assessment fields with follow-up questions.
ServiceNow also plans to provide ChatGPT Work and Codex access to all employees, extending beyond engineering teams, and to use OpenAI capabilities in internal security work. OpenAI said it is also using ServiceNow workflows in its own operations.
The ServiceNow MCP plugin is available in the OpenAI marketplace today, with enhanced capabilities expected by the end of 2026. Voice features in the Super Intelligence Control Tower are expected in Q1 2027; the OpenAI-powered security features are slated for early access in January 2027 and general availability in Q2 2027. Codex in AI Workflow Factory is expected in 2027.
Original source: OpenAI News