ServiceNow and OpenAI have signed a multi-year contract to accelerate enterprise AI outcomes for the ITSM’s customers.
This partnership will allow ServiceNow direct access to OpenAI’s frontier model capabilities, as well as increased speed and scale with no bespoke development required.
Details of the Partnership
As part of a growing effort to expand on its AI offerings, ServiceNow’s partnership with OpenAI aims to give its customers access to the very best of OpenAI’s capabilities, including GPT-5/.2, custom AI solutions, and real-time speech-to-speech voice agents.
OpenAI Technical Advisors and ServiceNow engineers will manage these offerings collaboratively, providing customers with both new and improved features right within ServiceNow.
Customers will now be able to access OpenAI models for AI assistance, AI-powered summarization and content generation, developer and admin tools, and intelligent search and discovery.
OpenAI models will be a preferred intelligence capability offered to ServiceNow enterprise customers under the agreement.
Why Is This Important?
Partnering up with OpenAI gives ServiceNow both a competitive advantage against other companies in the same space, utilizing OpenAI like Salesforce, and more AI capabilities without switching to a different tech stack.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” said Amit Zavery, President, COO, and CPO 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.”
Brad Lightcap, OpenAI’s COO, said that this partnership will bring agentic AI into workflows that are secure, scalable, and measured.
“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,” he said.
Summary
As ServiceNow moves further toward its goal of acting as a real AI leader in the ITSM and CRM space, this move with OpenAI is both strategic and well-timed.
Hopefully, this year will show us just how well the two complement each other for the customers’ benefit.