OpenAI and ServiceNow expand enterprise workflow partnership

OpenAI and ServiceNow expanded their enterprise partnership on October 28, saying a ServiceNow plugin was available in OpenAI’s marketplace. Planned security, voice and development capabilities have later release windows. For eligible ChatGPT users, the immediate change is a way to connect their ServiceNow instance and take workflow actions from a conversation.

The ServiceNow MCP plugin is available now, according to OpenAI. The company said a user could find similar incidents, assess the risk of a change and update a ServiceNow record without leaving ChatGPT. Access is not necessarily universal: OpenAI’s plugin directory says availability depends on the plugin, plan, region and workspace permissions, and that some connections require administrator setup or approval.

OpenAI said customers choose which ServiceNow capabilities to expose. It described ServiceNow’s Action Fabric as applying each organization’s existing business rules and permissions, with available actions reflecting that organization’s configuration and access. Those governance mechanics and the expected workflow benefits are company claims; the announcements provide no independent adoption or performance measurements for the new integration.

The rest of the expansion is scheduled or planned. OpenAI expects enhanced plugin capabilities by the end of 2026. Voice features are expected in ServiceNow’s Super Intelligence Control Tower in the first quarter of 2027, including an experience designed to populate AI risk-assessment fields and ask follow-up questions.

OpenAI said joint security capabilities are expected to enter early access in January 2027 and reach general availability in the second quarter of 2027. The companies intend the system to combine OpenAI’s cybersecurity capabilities with ServiceNow’s asset, identity and business context to help investigate vulnerabilities, prioritize risks and coordinate remediation. Those outcomes have not yet been demonstrated for the planned product.

A Codex integration for ServiceNow’s AI Workflow Factory is expected in 2027. OpenAI said it is intended to help developers build applications using ServiceNow business context and platform capabilities. The announcement also said OpenAI models will power ServiceNow Build Agent and Autonomous Engineer, but it gave no separate availability date for those capabilities.

ServiceNow also plans to extend ChatGPT Work and Codex access from engineering to all employees and use OpenAI capabilities in its internal security work. No rollout date or completion status was disclosed. In a separate enterprise deployment, Legora is bringing OpenAI models into legal workflows and its own teams.

The October expansion follows a multi-year partnership announced in January that covered OpenAI models in ServiceNow and future native voice technology.