OpenAI, ServiceNow expand deal with ChatGPT plugin

What the ServiceNow plugin for ChatGPT does today

Since October 28, 2026, IT teams can work tickets from a ChatGPT conversation instead of switching back to ServiceNow, provided an admin has linked the company's instance. ServiceNow is the platform many IT departments use to log outages and employee requests and track the work on them. The piece that shipped is called the ServiceNow MCP plugin, and admins add it from the OpenAI marketplace.

MCP is a shared standard that lets AI apps talk to outside services (related: MCP roadmap 2026: five priority areas to plan for). OpenAI says the plugin will pick up more features before the end of 2026.

Find incidents, assess change risk and update records

Staff can look up incidents that resemble the one in front of them, gauge how risky a planned change is, and edit the ServiceNow record, all in one chat. An incident here means a logged outage or fault. The point is that the lookup and the fix to the record happen in the same thread, with no tab switching.

ServiceNow also showed richer screens running inside ChatGPT, but only as a preview. In the example OpenAI describes, an engineer on call pulls up the related monitoring alerts, recent changes and affected services, then hands the problem to the right team. That flow is not something customers can turn on yet.

Admins choose the capabilities, and existing permissions still apply

Admins pick which ServiceNow capabilities ChatGPT can reach, and anything a person does through ChatGPT is limited to what their ServiceNow role already allows. The plugin connects to the company's own ServiceNow instance, so an admin sets it up rather than each employee.

The enforcement sits on the ServiceNow side, in a layer called Action Fabric. It applies the business rules and access settings already in place, so a request sent from ChatGPT is held to the same limits as one made in ServiceNow itself.

Codex, security and voice features are planned for 2027

None of the three new features is usable yet, and the earliest, the joint security product, only reaches early access in January 2027. OpenAI grouped the roadmap into app building, cybersecurity and voice, each built on its models inside ServiceNow products. Here is every date in the announcement, in one place.

Codex comes to AI Workflow Factory

From 2027, developers who build apps on ServiceNow are slated to write them with OpenAI's coding agent, which will draw on ServiceNow business data and platform features. That agent is Codex, and it is headed for AI Workflow Factory, ServiceNow's toolset for building apps on its platform.

Two other ServiceNow developer tools, Build Agent and Autonomous Engineer, will also run on OpenAI models. They are meant for building new apps and bringing older systems up to date.

A joint security product enters early access in January

The product pairs OpenAI's cybersecurity models with ServiceNow's data on assets and identities to help security teams decide which vulnerabilities to fix first. It covers the path from looking into a weakness to ranking the risk and lining up the people who will patch it.

A first group of customers gets early access in January 2027. General availability is planned for the second quarter of 2027.

Voice lets people describe AI use cases aloud

Someone proposing a new AI project will be able to explain it out loud and have the assessment form filled in, with follow-up questions for anything missing. The feature lands in Super Intelligence Control Tower, the ServiceNow product companies use to oversee and govern their AI. It is due in the first quarter of 2027.

ServiceNow is giving every employee ChatGPT Work and Codex

ServiceNow plans to move ChatGPT Work and Codex beyond its engineers to the whole company and to use OpenAI in its own security work. Engineers will lean on Codex to read through code, change it and check that it still works. Everyone else gets ChatGPT Work for daily tasks.

The arrangement runs both ways. OpenAI says it already relies on ServiceNow workflows for its own operations, with Super Intelligence Control Tower behind them.

Only the plugin is live, and your admin decides what it can do

Whether an employee can use ServiceNow from ChatGPT today depends on two decisions their admin makes, not on anything in their own ChatGPT settings. The first is whether to link the company's ServiceNow instance at all, and the second is which capabilities to switch on once it is linked. Everything else in the announcement, from Codex to voice, is still on a 2027 calendar.