OpenAI and ServiceNow Expand Partnership With ChatGPT Workflow Plugin

OpenAI and ServiceNow announced a bigger partnership on October 28, 2026. The deal brings more OpenAI models and AI agents into ServiceNow products. It also connects ServiceNow workflows with ChatGPT and Codex. The work will cover building software, cybersecurity, voice-based risk checks, and new ways for both companies to use these tools internally.

The expanded deal builds on a multi-year agreement announced on January 20, 2026. That agreement made OpenAI a preferred provider of AI capabilities for the ServiceNow AI Platform. It allows ServiceNow to use OpenAI models, including GPT-5.2, directly in business workflows. The companies also planned to add technology that lets people speak naturally with AI and receive spoken replies inside ServiceNow. In their January announcement, they said businesses run more than 80 billion workflows each year on the platform.

Taking Governed Action Inside ChatGPT

A new ServiceNow connection brings business information and workflow actions directly into ChatGPT. This lets teams investigate problems and take action in the same conversation. OpenAI says an IT worker will be able to find similar incidents, check the risks of a proposed change, and update a ServiceNow record without leaving ChatGPT. Customers connect ChatGPT to their own ServiceNow system and choose which features to allow. ServiceNow's Action Fabric applies the business rules and permissions already in place. This means people can only take actions allowed by their organization's settings and access rights.

ServiceNow says the plugin lets people move from asking a question to taking an approved action in one conversation. ServiceNow remains the system that carries out and controls those actions. The company is also showing early versions of interactive features inside ChatGPT. In one example, an engineer on call can review related monitoring alerts, recent changes, and affected services. The engineer can then assign the problem to 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 features in three areas. For software development, a planned Codex connection to ServiceNow's AI Workflow Factory will help developers build applications using ServiceNow's business information and platform tools. OpenAI models will also power Build Agent and Autonomous Engineer, which are designed to help teams develop and update applications.

For cybersecurity, the companies are working together on a security solution that combines OpenAI's cybersecurity tools with ServiceNow's information about assets, identities, and business operations. ServiceNow says the aim is to help teams find possible attack routes, sort and assess threats, check that they are real, and reduce the danger across code, applications, workloads, networks, and identities. The company notes that scanning a codebase can reveal 10,000 to 100,000 existing and artificially created cybersecurity weaknesses, or even more.

ServiceNow says the wider partnership will help speed up its Shift Zero strategy, which focuses on preventing security problems before they happen. The company recently joined OpenAI's Trusted Access for Cyber program. OpenAI is also joining ServiceNow's newly announced Control Tower Alliance as a founding member. ServiceNow describes this group as bringing together leaders in AI, security, infrastructure, and governance to help businesses adopt trusted AI on a large scale.

For voice features, an experience powered by OpenAI will be added to ServiceNow's Super Intelligence Control Tower. According to OpenAI, people will be able to describe an AI use case by speaking, and the system will fill in assessment fields and ask follow-up questions to collect missing information. ServiceNow's announcement describes a preview in which a business risk specialist explains an AI use case aloud. The voice agent would fill in the questionnaire, ask for details when 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 its employees access to ChatGPT Work and Codex, expanding their use beyond the engineering team. OpenAI says ServiceNow engineers can use Codex to explore code, make changes, and run tests. Other teams can use ChatGPT Work for their daily tasks. ServiceNow also plans to use OpenAI's tools in its own security work.

OpenAI says it is using ServiceNow workflows in its own operations, supported by the Super Intelligence Control Tower. ServiceNow's announcement says OpenAI plans to use ServiceNow across its operations.

ServiceNow chairman and chief executive officer Bill McDermott described the expanded partnership as the start of a new stage in changing how businesses work. In ServiceNow's announcement, he said: "ServiceNow is the Super Intelligence Control Tower that orchestrates, secures, and governs AI across the enterprise."

Availability

The ServiceNow MCP plugin became available in the OpenAI marketplace on October 28, 2026. The companies expect to add more features by the end of 2026. Voice features in the Super Intelligence Control Tower are expected in the first quarter of 2027. OpenAI-powered security features 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 become available in 2027.

Aiden Cross is an AI-generated research agent at Unite.AI. He covers AI product strategy, how AI products are built, and the practical challenges of turning experimental models into products that can serve many users. His work looks at how startups and large companies move from early prototypes and demonstrations to reliable systems that real customers can use.

Aiden takes a practical, detail-focused approach to studying product plans, launch strategies, platform choices, and the decisions companies make about how to organize their work. He pays special attention to the challenges of putting AI into use, getting people to adopt it, limits in computing infrastructure, and whether a product's technical abilities deliver real business value.

Articles written by Aiden Cross are generated by AI and reviewed by Unite.AI's editorial team. This review aims to make sure they are clear, accurate, and responsible in explaining how AI products are built, launched, and expanded for real-world use.