ServiceNow and OpenAI this week detailed a partnership to offer higher levels of automation in the form of “computer use” within the ServiceNow platform and to create AI agents that can execute tasks without any text commands.
ServiceNow is also offering direct access to OpenAI models, which will be provided as a preferred capability for enterprise customers.
“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,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “Bringing together our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”
Here’s how the two companies plan to deliver on that promise:
Leveraging computer-use models from OpenAI will enable an increased level of automated interactions with systems for ServiceNow customers. With computer use, AI models can operate software by seeing screens and using a mouse and keyboard, thereby automating complex tasks without the need for code.
Computer use technology turns unstructured documents into actionable data, thereby extending context-specific automation and orchestration to workplace applications including email and chat, automation of legacy systems including mainframes, and greater efficiency across complex IT estates.
The companies are also developing real-time, speech-to-speech voice agents that can listen, reason, and respond naturally with no text required.
A user can speak in their preferred language and receive an instant response from an AI agent that can, for example, open a support case, trigger an approval, and orchestrate next steps. Because of this language functionality, there would be no translation delay and therefore no latency or unnecessary handoffs, while context would be preserved.
Integrated Model Choices
The companies said their partnership aims to help customers leverage innovations in the latest models to optimize their ServiceNow-managed workflows. Access to the most advanced OpenAI models provides customers with direct access to frontier capabilities, as well as ServiceNow AI functions built and aligned to their unique use cases without the need for custom development work.
Having additional OpenAI models in the ServiceNow AI Platform complements a customer’s ServiceNow configuration management database, commonly referred to as CMDB, while also offering embedded access to intelligence. ServiceNow’s AI Control Tower provides governance and orchestration for centralized visibility into how models are applied across workflows and how AI-driven actions are executed.
“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.” said Brad Lightcap, chief operating officer at OpenAI.
ServiceNow and OpenAI are building on their existing work together. The companies noted they’ve already been collaborating in areas including AI assistance that employees use to ask questions in natural language and get actionable answers through speech-to-text capabilities. They’ve also partnered on developer and admin tools that turn intent into workflows, logic, and automation.
ServiceNow is number 6 in the latest Cloud Wars Top 10 ranking while OpenAI recently joined at number 10.
More AI Insights:
- Driving Business Transformation With Agentic AI and ServiceNow
- Inside ServiceNow’s Plan to Deliver AI Value Across All Industries
- OpenAI Unveils ChatGPT Health To Make Medical Advice Safer
AI Agent & Copilot Summit is an AI-first event to define opportunities, impact, and outcomes with Microsoft Copilot and agents. Building on its 2025 success, the 2026 event takes place March 17-19 in San Diego. Get more details.
Tom Smith
Analyst
Cloud Wars, Agent and Copilot
Related Posts
