OpenAI and ServiceNow expanded their January 2026 partnership on 28 October with plans to bring OpenAI tools into three ServiceNow product areas and connect ServiceNow workflows to ChatGPT and Codex, OpenAI said. ServiceNow, which sells software for automating IT operations and business processes, also plans to give all its employees access to ChatGPT Work and Codex.
Key points
- ServiceNow customers will choose which workflow actions to make available in ChatGPT, with existing rules and permissions applying to those actions.
- The companies plan OpenAI-powered capabilities for application development, cybersecurity and voice interaction within ServiceNow products.
- ServiceNow plans to extend ChatGPT Work and Codex access from its engineering organisation to all employees.
- A ServiceNow plugin became available on 28 October. Other capabilities have delivery targets spanning the end of 2026 to 2027.
ServiceNow brings workflow actions into ChatGPT
The planned ServiceNow integration will let employees use business information from their organisation’s ServiceNow system and take workflow actions while working in ChatGPT, according to OpenAI. Its example is an IT employee looking up related incidents, assessing a proposed change and updating a ServiceNow record in one conversation. The integration would put those tasks in ChatGPT rather than require the employee to move between the two products.
Customers will connect ChatGPT to their own ServiceNow instances and select the capabilities users can access. ServiceNow’s Action Fabric will apply each organisation’s existing business rules and permissions to actions taken through ChatGPT, OpenAI said. Those customer settings determine which actions a user can perform, even when the request starts in an OpenAI product.
ServiceNow is also previewing an interactive view within ChatGPT for employees responding to IT incidents. OpenAI described an on-call engineer reviewing monitoring alerts alongside recent changes and affected services, then assigning a team and working on a fix. That experience remains a preview in the 28 October announcement, while the ServiceNow MCP plugin — a connection that lets ChatGPT work with ServiceNow — became available in the OpenAI marketplace that day.
Codex enters ServiceNow development plans
For application development, the companies plan to put Codex in ServiceNow’s AI Workflow Factory so developers can use ServiceNow’s business context when building applications. OpenAI also plans to power ServiceNow’s Build Agent and Autonomous Engineer with its models for development and modernisation work. These are proposed product capabilities rather than part of the plugin available on 28 October.
A separate planned security product would pair OpenAI’s cybersecurity capabilities with ServiceNow’s information about assets, identities and business operations. OpenAI said the companies intend it to help teams investigate vulnerabilities, rank risks and organise remediation. In ServiceNow’s Super Intelligence Control Tower, the companies also plan a voice feature that would let a user describe an AI use case aloud, populate assessment fields and answer follow-up questions.
ServiceNow has another enterprise-AI partnership alongside the OpenAI expansion. It expanded its Google Cloud partnership on 27 October to connect industry workflows with Gemini Enterprise, MarketScreener’s news listing reported. OpenAI also announced four products for enterprise computing with Oracle, as AI Affairs reported.
ServiceNow plans company-wide OpenAI access
Within ServiceNow, the proposed rollout of ChatGPT Work and Codex would take access beyond the engineering organisation to all employees. OpenAI said engineers could use Codex to examine codebases, change code and run tests, while other teams could use ChatGPT Work in their daily work. ServiceNow also plans to use OpenAI capabilities for its internal security work. OpenAI, in turn, said it uses ServiceNow workflows in its own operations, supported by the Super Intelligence Control Tower.
OpenAI expects enhanced capabilities for the ServiceNow plugin by the end of 2026 and voice capabilities in the Super Intelligence Control Tower in the first quarter of 2027. OpenAI expects January 2027 early access for the security capabilities and plans general availability for the second quarter of 2027. OpenAI expects Codex in AI Workflow Factory to become available in 2027.
