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Artificial Intelligence

OpenAI and ServiceNow Enhance Collaboration to Integrate AI into Workflows

29 October 2026 3 min read هدهد تك | Hudhud Tech

OpenAI and ServiceNow are expanding their partnership to integrate more OpenAI models and agents into ServiceNow products, while also connecting ServiceNow workflows with ChatGPT and Codex. This collaboration aims to simplify application development, IT request resolution, and security issue management using AI.

This expansion builds on their previous partnership announced in January, which focused on incorporating OpenAI capabilities into ServiceNow’s offerings for customers and within its own operations.

Integrating ServiceNow with ChatGPT

A new integration will allow business context and workflow actions to be accessed directly within ChatGPT. This feature will enable IT team members to investigate issues, find similar incidents, assess change risks, and update ServiceNow records without leaving the ChatGPT interface.

Customers can connect ChatGPT to their own ServiceNow instance and select which capabilities to enable. ServiceNow’s Action Fabric will ensure that actions taken align with the organization’s existing business rules and permissions.

ServiceNow is also previewing interactive experiences within ChatGPT. For instance, an on-call engineer can review monitoring alerts, recent changes, and affected services, allowing them to assign the appropriate team and work towards a resolution directly in ChatGPT.

Expanding OpenAI Capabilities in ServiceNow Products

Future developments will focus on three main areas:

  • Application Development: A planned Codex integration in ServiceNow’s AI Workflow Factory will assist developers in building applications using the platform’s business context and capabilities. OpenAI models will also enhance the Build Agent and Autonomous Engineer tools for application development and modernization.
  • Cybersecurity: A joint security solution will merge OpenAI’s cybersecurity features with ServiceNow’s asset and identity management to help teams investigate vulnerabilities, prioritize risks, and coordinate remediation efforts.
  • Voice: An OpenAI-powered experience in ServiceNow’s Super Intelligence Control Tower will allow users to verbally describe AI use cases, facilitating the population of assessment fields and gathering additional information through follow-up questions.

Wider Access to ChatGPT Work and Codex

ServiceNow plans to extend access to ChatGPT Work and Codex to all employees, moving beyond just the engineering team. Engineers will utilize Codex for exploring codebases, making changes, and running tests, while other teams will leverage ChatGPT Work in their daily tasks. Additionally, ServiceNow intends to incorporate OpenAI capabilities into its internal security processes, with OpenAI also utilizing ServiceNow workflows in its operations.

Availability Timeline

The ServiceNow MCP plugin is currently available in the OpenAI marketplace, with enhanced features expected by the end of 2026. Voice capabilities in the Super Intelligence Control Tower are anticipated in the first quarter of 2027. OpenAI-powered security features are set to enter early access in January 2027, with general availability planned for the second quarter of 2027. The Codex integration in the AI Workflow Factory is expected to be available in 2027.

 

Source: OpenAI News

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