OpenAI and ServiceNow widen their partnership with a ServiceNow plugin inside ChatGPT

ServiceNow and OpenAI announced on October 28 that they are extending the relationship they formalised in January, when a multi-year agreement made OpenAI models a preferred option for ServiceNow's enterprise customers. The new step moves in the other direction as well: ServiceNow now plugs into ChatGPT itself.

A ServiceNow plugin in ChatGPT

The centrepiece is a ServiceNow plugin, built on the MCP standard, which the companies say is already listed in OpenAI's marketplace. Customers link ChatGPT to their own ServiceNow instance and decide which capabilities to expose. In the example given in the announcement, an IT staffer can look up similar incidents, evaluate the risk of a planned change and update records without leaving the chat window.

The actions pass through ServiceNow's Action Fabric layer, which applies the business rules and access rights already configured by each organisation. ServiceNow, not ChatGPT, remains the system where the work is executed and logged. The companies say richer interactive extensions will be previewed, such as an on-call engineer coordinating an incident response, and that enhanced plugin capabilities are expected before the end of 2026.

Security, voice and Codex on a 2027 timeline

The rest of the package is mostly forward-looking. The two firms are building a joint security and risk product that combines OpenAI's cyber capabilities with ServiceNow's data on assets and access, aimed at finding and fixing attack paths; ServiceNow plans early access in January 2027 and general availability in the second quarter. A voice feature based on OpenAI models is due in the first quarter of 2027 in ServiceNow's governance console, where users would describe an AI project aloud and receive a draft risk assessment. Codex is set to join ServiceNow's AI Workflow Factory development tools at an unspecified point in 2027.

Both sides as customers

The deal also has an internal dimension. ServiceNow says it will give its employees access to ChatGPT Work and Codex, while OpenAI says it runs parts of its own operations on ServiceNow. OpenAI is also listed as a founding member of a new ServiceNow alliance focused on AI governance and security.

Only the basic plugin is available today; the other elements are announcements with target dates, and no pricing was disclosed. How much enterprises will want to run IT workflows from a general-purpose chat interface, rather than from ServiceNow's own screens, remains to be seen.