ServiceNow plugs into ChatGPT, letting IT teams resolve cases without switching tools
OpenAI and ServiceNow expand their partnership: a ServiceNow plugin is already in ChatGPT, with a joint security product, voice and Codex integration due in 2027. Pricing and data processing are not stated.
OpenAI and ServiceNow are expanding their partnership. Companies that run IT operations, security and internal workflows on ServiceNow can now connect the platform directly to ChatGPT. A ServiceNow plugin is already in OpenAI's marketplace, with more features due through 2027.
OpenAI published the announcement on Wednesday 28 October at 14:15 Oslo time. The deal builds on the partnership the two companies announced in January.
ServiceNow work from inside ChatGPT
The core is a new integration that brings business context and workflow actions from ServiceNow into ChatGPT. OpenAI describes how an IT team member will be able to find similar incidents, assess the risk of a change and update a ServiceNow record without leaving the conversation.
Customers connect ChatGPT to their own ServiceNow instance and choose which capabilities to make available. According to OpenAI, ServiceNow's Action Fabric applies existing business rules and permissions, so what an employee can do through ChatGPT reflects the organisation's configuration and access.
ServiceNow is also previewing interactive experiences inside ChatGPT. In one example, an on-call engineer will be able to review linked monitoring alerts, recent changes and affected services, then assign the right team without switching tools.
Three new areas
The companies say they plan new capabilities in three areas:
- Application development: Codex is planned for ServiceNow's AI Workflow Factory, and OpenAI models will power the Build Agent and Autonomous Engineer tools.
- Security: A joint security solution will combine OpenAI's cybersecurity capabilities with ServiceNow's asset, identity and business context to investigate vulnerabilities and prioritise risk.
- Voice: Users will be able to describe an AI use case aloud in ServiceNow's Super Intelligence Control Tower, which then fills in assessment fields and asks follow-up questions.
ServiceNow also plans to give all its employees access to ChatGPT Work and Codex, not just its engineers. OpenAI says it uses ServiceNow workflows in its own operations.
The timeline
Most of this is announced, not delivered. The ServiceNow MCP plugin is available in OpenAI's marketplace from Wednesday, with enhanced capabilities expected by the end of 2026. The voice capabilities are expected in the first quarter of 2027. The security solution is due to enter early access in January 2027, with general availability planned for the second quarter of 2027. Codex in AI Workflow Factory is expected sometime in 2027.
The announcement does not state prices, licence requirements or where data is processed. Nor does it say whether anything is limited to particular ChatGPT plans.
What it means for leaders
Our assessment: This is the second major business platform in two days to be wired directly into ChatGPT, after Oracle on Tuesday. The direction is clear: ChatGPT wants to be where employees work with the data and cases from systems the company already runs.
For organisations that use ServiceNow, access control is the first thing to look at. The integration promises to follow existing rules and roles, but IT and security still have to decide which actions may be taken from ChatGPT, and who is accountable when an AI assistant updates a change record. It also pays to clarify costs and data processing before switching the integration on at scale, since the announcement does not answer either question.
Sources and media
Illustration: AI-generated with Grok Bot / hogby.ai
