What changed
OpenAI and ServiceNow announced an expanded partnership to integrate OpenAI models and agents into ServiceNow workflows, enhancing capabilities across development, security, and IT operations. The collaboration includes bringing ChatGPT Work and Codex to ServiceNow employees and integrating these tools into ServiceNow products.
What this means in practice
ServiceNow will introduce a new integration that brings business context and workflow actions directly into ChatGPT, allowing teams to investigate issues and take action without leaving the chat interface. Customers can connect ChatGPT to their ServiceNow instance and select which capabilities to enable. ServiceNow’s Action Fabric will apply existing business rules and permissions, ensuring actions align with organizational configurations.
ServiceNow is also previewing interactive experiences within ChatGPT, such as allowing on-call engineers to review monitoring alerts, recent changes, and affected services, then assign the right team and work toward a fix within ChatGPT. OpenAI models will power new capabilities in ServiceNow’s AI Workflow Factory, cybersecurity solutions, and voice-based interactions in the Super Intelligence Control Tower.
Limitations and 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. OpenAI-powered security capabilities will 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.
