ServiceNow and OpenAI have entered a multi-year strategic agreement to accelerate enterprise AI outcomes through deeper integration of OpenAI’s frontier models into the ServiceNow AI Platform. The collaboration enables direct customer access to advanced capabilities, including custom AI solutions aligned to business roadmaps, real-time speech-to-speech voice agents, and enhanced automation—all without requiring bespoke development.
The partnership positions OpenAI models as a preferred intelligence layer within ServiceNow, complementing the platform’s configuration management database (CMDB) and enabling context-aware, end-to-end automation. ServiceNow’s AI Control Tower serves as the central governance layer, ensuring secure, auditable, and scalable application of AI across complex enterprise environments.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments. As companies shift from experimenting with AI to deploying it at scale, they need the power of multiple AI leaders working together to deliver faster, better outcomes. Bringing together our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”
"ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes," said Brad Lightcap, chief operating officer at OpenAI. "With OpenAI frontier models and multimodal capabilities in ServiceNow, enterprises across every industry will benefit from intelligence that handles work end to end in even the most complex environments.”
Real-time speech-to-speech agents represent a major advancement, allowing users to speak naturally in their preferred language and receive instant, reasoned responses from AI agents. These agents can open cases, trigger approvals, and orchestrate multi-step processes without translation delays or text intermediation, preserving intent and reducing friction.
OpenAI’s computer-use models further extend automation by processing unstructured documents into actionable data. This enables secure interactions with legacy systems, mainframes, email, chat tools, and other workplace environments, driving greater efficiency across IT landscapes.
The agreement expands on ServiceNow’s existing use of OpenAI models for natural language querying, speech-to-text assistance, incident and case summarization, content generation, developer tools for intent-to-workflow automation, and intelligent enterprise search. ServiceNow already powers more than 80 billion workflows annually, and this collaboration introduces next-generation capabilities to support advanced automation across industries.
About ServiceNow
ServiceNow is the AI control tower for business reinvention. The ServiceNow AI Platform integrates with any cloud, any model, and any data source to orchestrate how work flows across the enterprise. By unifying legacy systems, departmental tools, cloud applications, and AI agents, ServiceNow provides a single pane of glass that connects intelligence to execution across every corner of business.
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