OpenAI and ServiceNow Expand Partnership With ChatGPT Workflow Plugin

OpenAI and ServiceNow announced an expanded partnership on October 28, 2026, that brings more OpenAI models and agents into ServiceNow products and connects ServiceNow workflows with ChatGPT and Codex, spanning application development, cybersecurity, voice-driven risk assessment, and new deployments inside both companies.

The expansion builds on the multi-year agreement the companies announced on January 20, 2026, which made OpenAI a preferred intelligence capability on the ServiceNow AI Platform. Under that agreement, ServiceNow’s AI Platform brings OpenAI models including GPT-5.2 directly into enterprise workflows, and the companies planned direct speech-to-speech and native voice technology in ServiceNow. The January announcement described enterprises running more than 80 billion workflows each year on the platform.

Taking Governed Action Inside ChatGPT

A new ServiceNow integration brings business context and workflow actions directly into ChatGPT, allowing teams to investigate issues and take the next step in the same conversation. According to OpenAI’s announcement, an IT team member will be able to find similar incidents, assess the risk of a change, and update a ServiceNow record without leaving ChatGPT. Customers connect ChatGPT to their own ServiceNow instance and choose which capabilities to make available, and ServiceNow’s Action Fabric applies existing business rules and permissions, so the actions people can take reflect their organization’s configuration and access.

ServiceNow described the plugin as a way to move from asking a question to taking governed action in a single conversation, with ServiceNow remaining the system where those actions are executed and governed. The company is also previewing interactive experiences inside ChatGPT: in one example, an on-call engineer can review linked monitoring alerts, recent changes, and affected services, then assign the right team and update the incident record without leaving ChatGPT.

“AI becomes more useful when people can put it to work in the systems their businesses depend on,” OpenAI president and co-founder Greg Brockman said in OpenAI’s announcement. “By bringing our models together with ServiceNow’s workflows and business context, we’re helping teams build software, address security risks, and put AI to work across their organizations.”

Planned Codex, Security, and Voice Capabilities

The companies plan to develop new capabilities across three areas. For application development, a planned Codex integration in ServiceNow’s AI Workflow Factory is designed to help developers build applications using ServiceNow’s business context and platform capabilities, and OpenAI models will also power Build Agent and Autonomous Engineer to support application development and modernization.

For cybersecurity, the companies are collaborating on a joint security solution that combines OpenAI’s cybersecurity capabilities with ServiceNow’s asset, identity, and business context. ServiceNow said the goal is to help teams identify, triage, validate, and mitigate attack paths across code, apps, workloads, networks, and identities, noting that a codebase scan can surface 10,000 to 100,000 existing and synthetic cybersecurity vulnerabilities or more.

ServiceNow said the broader partnership is intended to accelerate its Shift Zero strategy of proactive and preventative security measures, and that it recently joined OpenAI’s Trusted Access for Cyber program. OpenAI, meanwhile, is joining ServiceNow’s newly announced Control Tower Alliance as one of the founding members, an ecosystem ServiceNow describes as uniting AI, security, infrastructure, and governance leaders to help enterprises adopt trusted AI at scale.

For voice, an OpenAI-powered experience in ServiceNow’s Super Intelligence Control Tower will let people describe an AI use case aloud, with the system populating assessment fields and gathering missing information through follow-up questions, according to OpenAI. ServiceNow’s release describes a preview in which an enterprise risk professional describes an AI use case aloud and the voice agent would pre-fill questionnaire fields, ask follow-up questions where necessary information is missing or unclear, and automatically assign a risk rating based on the stated purpose.

Deployments Inside Both Companies

ServiceNow plans to give all employees access to ChatGPT Work and Codex, expanding beyond its engineering organization. OpenAI said ServiceNow engineers can use Codex to explore codebases, make changes, and run tests, while teams across the business can use ChatGPT Work in their day-to-day work. ServiceNow also plans to use OpenAI capabilities in its internal security work.

OpenAI said it is using ServiceNow workflows in its own operations, supported by the Super Intelligence Control Tower. ServiceNow’s release describes OpenAI as planning to use ServiceNow across its operations.

ServiceNow chairman and chief executive officer Bill McDermott cast the expansion as the beginning of a new chapter of business reinvention, saying in ServiceNow’s announcement: “ServiceNow is the Super Intelligence Control Tower that orchestrates, secures, and governs AI across the enterprise.”

Availability

The ServiceNow MCP plugin is available in the OpenAI marketplace as of October 28, 2026, with enhanced capabilities expected by the end of 2026, according to the companies. Voice capabilities in the Super Intelligence Control Tower are expected in the first quarter of 2027. The OpenAI-powered security capabilities are expected to 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.