OpenAI and ServiceNow expand their workflow partnership
The companies are connecting ServiceNow actions with ChatGPT, using existing business rules and permissions.
According to OpenAI, customers connect ChatGPT to their own ServiceNow instance and select the capabilities they want to expose. Action Fabric applies the organization’s existing rules and permissions to those actions. The ServiceNow plugin is already available in the OpenAI marketplace; enhanced capabilities are expected by the end of 2026.
ServiceNow’s announcement gives an IT example: find similar incidents, assess a proposed change’s risk and update the relevant records within the conversation. ServiceNow remains responsible for executing and governing these actions. This connects the conversational interface to the system where the work is recorded.
The Action Fabric description explains the connection layer: predefined tools let external AI agents perform ServiceNow actions, including in IT service and operations management. Its MCP Server Console centrally manages the servers exposing those resources. In the other direction, an MCP client lets ServiceNow agents access external tools and data.
A planned voice experience would collect an AI use case spoken by a risk professional, fill assessment fields, ask about missing or unclear information, and assign a risk rating based on the stated purpose. ServiceNow expects this in the first quarter of 2027. Future capabilities remain plans subject to uncertainties, including possible development delays.
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