OpenAI and ServiceNow expanded their partnership on October 28 to connect AI models and agents with business processes. The ServiceNow MCP plugin is available in the OpenAI marketplace, enabling access to certain ServiceNow workflows from ChatGPT. The agreement separately includes plans for software development with Codex, cybersecurity and voice-driven risk assessments, with releases scheduled for 2027.
The integration brings information about a problem and permitted actions in a company's system into the same conversation. A user can investigate an incident and continue with an operation on ServiceNow records within their access rights. ServiceNow remains the platform where actions are executed and governed, according to the description published by the two companies.
Actions use the company's rules and permissions
Customers connect ChatGPT to their own ServiceNow instance and choose which capabilities to make available. Action Fabric, the ServiceNow component mediating actions, applies existing business rules and permissions. Operations accessible through the conversation therefore reflect the organization's configuration and the user's rights.
The published examples include finding similar incidents, assessing the risk of a change and updating a record. They describe a path from analysis to action within the same conversational environment. The required context comes from the customer's ServiceNow system, while execution continues within that platform's mechanisms.
ServiceNow also presented interactive extensions at the preview stage. In the scenario described by the companies, an on-call engineer reviews related monitoring alerts, recent changes and affected services. They can coordinate the response, assign the work to the appropriate team and update incident information from ChatGPT.
The announcement distinguishes the available plugin from enhanced experiences that will be added. The extensions are presented as a development of the integration, with additional capabilities expected by the end of 2026. The companies present the on-call engineer scenario as an example of the interactive experiences being prepared for ChatGPT.
Codex is part of application development plans
One part of the agreement concerns custom application development using ServiceNow's business context and platform capabilities. The companies plan to integrate Codex into AI Workflow Factory so developers can work with information and mechanisms already present in the environment where applications will operate.
Under the announced plan, OpenAI models will also power the Build Agent and Autonomous Engineer products in AI Workflow Factory. ServiceNow positions them within its efforts to modernize applications and bring fragmented processes together. The Codex integration in this suite is scheduled for 2027, separately from the MCP plugin already available.
This component means the partnership covers both using AI to work within an application and using AI to develop it. In the first case, the conversation triggers authorized operations on existing processes. In the second, developer tools use ServiceNow's context and capabilities to build and modernize applications.
A joint plan for investigating and remediating vulnerabilities
OpenAI and ServiceNow are also developing a joint security solution. It is designed to combine OpenAI's cybersecurity capabilities with ServiceNow information about an organization's technology assets, access and operational context. The announced objective is to identify, triage, validate and mitigate attack paths.
The described scope includes code, applications, workloads, networks and identities. Information about existing systems and access rights is used to contextualize discovered issues. The companies present coordination of investigation and remediation as part of the same direction, from observing a risk to acting on it.
ServiceNow connects the project with its Shift Zero strategy, focused on preventive measures before a vulnerability is exploited. The company also announced its participation in OpenAI's Trusted Access for Cyber program. The announcement mentions that participation as part of the expanding security collaboration.
Assessing AI use cases through voice conversations
Another planned component uses OpenAI voice models in ServiceNow's Super Intelligence Control Tower. The described scenario involves a professional verbally explaining how a business intends to use AI. The system uses that explanation to populate fields in a risk assessment.
The voice agent is designed to fill in available information and ask follow-up questions when required details are missing. ServiceNow also describes assigning a risk rating based on the stated purpose. This experience is announced for the first quarter of 2027 rather than as a capability available with October's ChatGPT plugin.
Internal adoption and the product schedule
ServiceNow plans to give all employees access to ChatGPT Work and Codex, expanding use beyond engineering teams. For developers, OpenAI describes activities such as exploring codebases, making changes and running tests. Other teams will be able to use ChatGPT Work in the company's day-to-day activities.
ServiceNow also plans to use OpenAI capabilities in its internal security operations. OpenAI, in turn, says it uses ServiceNow workflows in its operations, while its partner's announcement describes plans to expand use across the company. The agreement therefore includes product integration for customers and the providers' internal use of the tools.
OpenAI is also becoming a founding member of the Control Tower Alliance, ServiceNow's ecosystem for AI, security, infrastructure and governance. ServiceNow presents the alliance as a framework for collaboration between providers. Membership is separate from the feature schedule and the availability of each product to customers.
The schedule published by both companies places early access to joint security capabilities in January 2027 and general availability in the second quarter of 2027. The voice experience is planned for the first quarter, and Codex in AI Workflow Factory for 2027. The MCP plugin has available status, with enhancements planned by the end of 2026.
