ServiceNow and OpenAI expand enterprise AI partnership

A new ServiceNow integration will bring business context and workflow actions directly into ChatGPT.[1] The companies say an IT worker will be able to find similar incidents, assess change risk and update ServiceNow records from ChatGPT.[1] Customers can connect ChatGPT to their ServiceNow instance and select which capabilities it can use.[1] ServiceNow says Action Fabric applies existing business rules and permissions to actions taken through the integration.[1] ServiceNow is also previewing interactive experiences inside ChatGPT.[1]

The companies plan to integrate Codex into ServiceNow’s AI Workflow Factory, helping developers build applications using ServiceNow context and platform capabilities.[1] OpenAI models will also power ServiceNow’s Build Agent and Autonomous Engineer for application development and modernization.[1] Separately, the companies plan a joint security solution combining OpenAI cybersecurity capabilities with ServiceNow asset, identity and business context.[1] Its stated aims include investigating vulnerabilities, prioritizing risks and coordinating remediation.[1] These are described as plans, rather than as a completed security product.[1]

An OpenAI-powered experience in ServiceNow’s Super Intelligence Control Tower will let people describe an AI use case aloud.[1] The voice experience is designed to populate assessment fields and ask follow-up questions to gather missing information.[1] The companies also describe a broader operational arrangement: OpenAI plans to use ServiceNow across its operations, while ServiceNow plans to make ChatGPT Work and Codex available to employees.[2] ServiceNow plans to expand access to those tools beyond its engineering organization to all employees.[1]

The expanded partnership builds on an earlier agreement announced in January.[1] That earlier multi-year agreement expanded ServiceNow customers’ access to OpenAI frontier models.[3] ServiceNow said OpenAI would be a preferred intelligence capability for enterprises running more than 80 billion workflows each year on its platform.[3] ServiceNow also said its AI Platform brings OpenAI models, including GPT-5.2, into enterprise workflows.[3] OpenAI joined ServiceNow’s Control Tower Alliance as a founding member; ServiceNow describes the alliance as an ecosystem for AI, security, infrastructure and governance leaders focused on trusted AI adoption at scale.[2]