OpenAI and ServiceNow announced an expansion of their partnership. According to OpenAI, more of its models and agents will come to ServiceNow products, and ServiceNow workflows will connect with ChatGPT and Codex, OpenAI's coding tool. The expansion builds on the January agreement in which OpenAI became a preferred AI provider on the ServiceNow platform.
What actually changes
The partnership includes a new ServiceNow plugin for ChatGPT. Customers will be able to connect ChatGPT to their organization's ServiceNow instance and ask it to open service tickets, check status or trigger workflows, directly from chat. ServiceNow's Action Fabric ensures existing business rules and permissions keep applying, so an employee can't do through ChatGPT what they aren't allowed to do in the system.
In-house too
ServiceNow plans to give all its employees access to ChatGPT Work and Codex, not just developers. The company also joined OpenAI's Trusted Access for Cyber program, which gives selected organizations access to more powerful models for cyber defense.
The big picture
The race for "enterprise AI agents" is now about connections: whoever is connected to the systems where work actually happens wins. ServiceNow, which recently bought Israel's Sweep to take customers from Salesforce, is now also integrating OpenAI's models. Microsoft, Google and SAP, which today launched a sovereign platform with Cohere, are trying to do the same.
