OpenAI and ServiceNow are expanding their partnership to connect ServiceNow workflows with ChatGPT and Codex and bring more OpenAI models and agents into ServiceNow products. The companies say the work is intended to help businesses build applications, handle IT requests and respond to security issues with AI.
A new integration will bring ServiceNow business context and workflow actions into ChatGPT. For example, an IT employee will be able to look up similar incidents, assess the risk of a change and update a ServiceNow record within a ChatGPT conversation. Customers will connect ChatGPT to their own ServiceNow instance and choose which capabilities are available. ServiceNow’s Action Fabric will apply the organization’s existing rules and permissions.
ServiceNow is also previewing interactive experiences in ChatGPT. In one example, an on-call engineer can review monitoring alerts, recent changes and affected services, then assign a team and work toward a fix without leaving the chat.
The companies plan to develop capabilities in three additional areas. In application development, a planned Codex integration with ServiceNow’s AI Workflow Factory will help developers use ServiceNow’s business context and platform tools to build applications. OpenAI models will also power ServiceNow’s Build Agent and Autonomous Engineer, supporting application development and modernization.
For cybersecurity, a planned joint solution will combine OpenAI’s cybersecurity capabilities with ServiceNow information about assets, identities and business context. The goal is to help teams investigate vulnerabilities, prioritize risks and coordinate remediation. A separate voice feature for ServiceNow’s Super Intelligence Control Tower will let users describe an AI use case aloud, with the system helping complete assessment fields and asking follow-up questions for missing information.
ServiceNow plans to extend access to ChatGPT Work and Codex to all employees, beyond its engineering organization. Engineers can use Codex to explore codebases, make changes and run tests, while other teams can use ChatGPT Work in their daily tasks. ServiceNow also plans to use OpenAI capabilities in internal security work. OpenAI, in turn, is using ServiceNow workflows in its operations, supported by the Super Intelligence Control Tower.
The ServiceNow MCP plugin is available in the OpenAI marketplace. Enhanced capabilities are expected by the end of 2026. The voice features are expected in the first quarter of 2027, and the OpenAI-powered security capabilities are due 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.
Sources: OpenAI News.