ServiceNow and OpenAI expand partnership, launch ServiceNow plugin for ChatGPT
For the cio of a bank running servicenow
ServiceNow (NYSE: NOW) and OpenAI announced an expanded partnership on Oct. 28, including a new ServiceNow plugin that lets users take governed actions in ServiceNow from inside ChatGPT.12
The companies said the aim is to move enterprises from AI reasoning to governed action, and the plugin runs on ServiceNow Action Fabric, which combines ChatGPT's reasoning with ServiceNow's business context, rules and permissions, according to ServiceNow's press release.1 OpenAI said the expansion builds on a partnership announced in January.2
According to ServiceNow, an IT agent can find similar incidents, assess change risk and update applicable records in ChatGPT, and ServiceNow remains the system where actions are executed and governed.1
OpenAI said customers connect ChatGPT to their own ServiceNow instance and choose which capabilities to make available, and that Action Fabric applies existing business rules and permissions.2
ServiceNow plans to preview a voice experience for its Super Intelligence Control Tower, powered by OpenAI voice models, in which an agent would pre-fill risk assessment questionnaire fields, ask follow-up questions and automatically assign a risk rating based on the stated purpose, according to ServiceNow.1
The ServiceNow MCP plugin is available in the OpenAI marketplace now, with enhanced capabilities expected by end-of-2026, voice in the first quarter of 2027, OpenAI-powered security capabilities in early access in January 2027 with general availability planned for Q2 2027, and Codex in AI Workflow Factory in 2027.12
Permissions written for people who review each record may now apply to software that can act on many records in one reply, so banks using ServiceNow should check what the plugin can reach, which capabilities they enable, and which steps still route to a named human approver. The planned voice agent that assigns AI risk ratings means model-risk and governance teams will need to decide how those ratings are reviewed.
Our take. ServiceNow permissions were set for staff clicking through forms. Now a ChatGPT conversation can assess change risk and update the record. Decide whether those approvals still hold before a business unit switches the plugin on.
Action. IT access management: Audit which ServiceNow roles can update incident and change records, and require human approval for ChatGPT-initiated changes.
What our records say
ChatGPT Enterprise is OpenAI's workplace version of ChatGPT, launched in 2023.1 OpenAI sells banks ChatGPT seats for employees and API access to its models, and in 2026 added on-site engineering deals, a financial-services edition built with investment-bank design partners, and a separately funded deployment company.1 BNY employees build agents: 20,000, across 125-plus live use cases (as of Dec 12, 2025).2
From our records
- ChatGPT Enterprise (OpenAI)vendor · banks using it (14) Morgan Stanley, BNY, Customers Bank · alternatives Microsoft Copilot, Claude, Gemini Enterprise
- Q2vendor · alternatives Alkami, Jack Henry, Fiserv
Sources
- Primary sourceServiceNow and OpenAI expand partnership, launch ServiceNow plugin for ChatGPT Servicenow
- Primary sourceOpenAI and ServiceNow expand partnership across enterprise workflows OpenAI