ServiceNow and OpenAI widen their deal: a ChatGPT plugin now, security, voice and Codex tools in 2027

On 28 October 2026, ServiceNow announced an expanded partnership with OpenAI. The one piece available today is a ServiceNow plugin for ChatGPT that lets staff work on ServiceNow records from inside a ChatGPT conversation. The rest, covering security, voice and app development, is scheduled for late 2026 through 2027.

What is available now

ServiceNow says its plugin, built on the Model Context Protocol (MCP, an open standard for connecting AI assistants to business software), is live in OpenAI's plugin marketplace. ServiceNow's example: an IT agent can look up similar incidents, assess the risk of a change and update records without leaving ChatGPT. ServiceNow remains the system that actually executes and governs those actions, so its existing workflows and controls still apply.

ServiceNow also plans a preview of richer, interactive plugin views, for example an on-call engineer reviewing linked alerts, recent changes and affected services, then updating the incident inside ChatGPT. It expects these enhanced capabilities by the end of 2026.

What is coming, and when

ServiceNow gave these timelines in its release. They are plans, and the release itself warns that dates may change.

• Security. The two companies are building a product that combines OpenAI's cybersecurity models with ServiceNow's knowledge of a company's assets and access rights, to find, triage and fix attack paths across code, apps, networks and identities. ServiceNow has joined OpenAI's Trusted Access for Cyber programme.
• App development. OpenAI's Codex coding agent will plug into ServiceNow's AI Workflow Factory, and OpenAI models will power its Build Agent and Autonomous Engineer tools for modernising older applications.
• Voice for risk teams. In ServiceNow's governance console, a risk professional could describe an AI use case out loud and the agent would fill in the assessment form, ask follow-up questions where details are missing and assign a risk rating.

OpenAI is also a founding member of ServiceNow's new Control Tower Alliance for AI governance, and the two companies will use each other's products internally. ServiceNow CEO Bill McDermott framed the aim as "turning world-class reasoning into trusted execution at global scale".

Who should care

Companies that run IT, HR or customer service on ServiceNow and already give staff ChatGPT. For them, the plugin means fewer tab switches for routine ticket work. For everyone else, it is another sign that the big business platforms now expose their workflows to AI assistants through MCP, rather than building separate chatbots.

Limits and caveats

• Only the plugin is available today. Everything else is roadmap.
• The release does not list which ChatGPT plans can use the plugin or what it costs. Check with your ServiceNow account team and your ChatGPT admin settings.
• An assistant that can update records needs the same permission model as the people using it. Confirm how the plugin maps ChatGPT users to ServiceNow roles before switching it on widely.

What to do this week

1. If you run both products, have your ServiceNow admin test the plugin in a non-production instance with a small group.
2. Decide which actions the assistant may take on its own and which need a human approval step, and write that down.
3. Check that plugin actions show up in ServiceNow's audit history the same way manual changes do.
4. Note the 2027 dates in your planning, but don't build budgets on them yet.

The DevDrift helps teams connect AI assistants to business systems through MCP with approvals and audit trails.

Sources

• ServiceNow press release via Business Wire: ServiceNow and OpenAI accelerate enterprise AI (28 October 2026)