ServiceNow and OpenAI widened their working relationship on 28 October 2026, and the centrepiece is a ServiceNow plugin for ChatGPT. It runs on ServiceNow's Action Fabric layer, which lets OpenAI's agents reach ServiceNow workflows while the customer's own rules and permissions still apply. Customers link ChatGPT to their own ServiceNow instance and choose which capabilities to expose.
“AI becomes more useful when people can put it to work in the systems their businesses depend on”
Greg Brockman, president and co-founder, OpenAI, in the announcement · newsroom.servicenow.com ↗
In practice, an IT agent could look up similar past incidents, judge the risk of a change and update records without leaving ChatGPT. A preview extension is aimed at on-call engineers, who would review linked alerts, changes and affected services and then update the incident from the same place. The plugin is available now in the OpenAI marketplace through MCP, with more features promised by the end of 2026. OpenAI's side of the pitch is that AI earns its keep when it works inside the systems a business already relies on.
Security is the second strand. ServiceNow recently joined OpenAI's Trusted Access for Cyber program, and the two are building a joint product that pairs OpenAI's cyber capabilities with ServiceNow's view of assets, access and enterprise context. The aim is to triage attack paths across code, apps, workloads, networks and identities, at a scale where a single codebase scan can turn up anywhere from 10,000 to 100,000 or more vulnerabilities. Early access is set for January 2027 and general availability for the second quarter of 2027.
Unite.AI's illustration for its report on the ServiceNow and OpenAI partnership expansion
Image: Unite.AI
The companies also described changes to how each uses the other. OpenAI becomes a founding member of ServiceNow's new Control Tower Alliance and plans to run its own operations on ServiceNow. ServiceNow intends to give its employees ChatGPT Work and Codex and to use OpenAI in its internal security work. Codex is to be built into the AI Workflow Factory in 2027, and OpenAI models will power the Build Agent and Autonomous Engineer tools. A voice preview in the Super Intelligence Control Tower, due in the first quarter of 2027, would let a risk professional describe an AI use case aloud while an agent fills in questionnaire fields, asks follow-ups and assigns a risk rating.
About ServiceNow
ServiceNow is an American enterprise software company based in Santa Clara, California, and listed on the NYSE. Founded by Fred Luddy on 5 November 2003 as Glidesoft and later renamed, it sells cloud workflow-automation platforms for IT and business processes.
The company went public in June 2012 with a US$210 million IPO and later moved its headquarters from San Diego to Santa Clara. Its AI tie-ups pre-date this plugin: in May 2023 Nvidia announced a partnership to bring AI services to its help-desk software, and in January 2026 it announced partnerships with both Anthropic and OpenAI to add their language models to its AI platform. The OpenAI deal made it a preferred intelligence option and named GPT-5.2 and voice features.
This follows a multi-year agreement announced on 20 January 2026 that made OpenAI a preferred intelligence option on the ServiceNow AI Platform, with GPT-5.2 and planned speech-to-speech voice. ServiceNow's chief executive Bill McDermott casts the new phase as business reinvention, with ServiceNow positioned as the layer that coordinates, protects and oversees the AI a company deploys. The platform runs more than 100 billion workflows a year, up from the 80 billion cited in January.
Sources · 2