ServiceNow Names OpenAI as Preferred AI Partner for Enterprise Workflows
The move embeds OpenAI models, including GPT-5.2, into the operational systems large companies use to run day-to-day work.
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ServiceNow said it will make OpenAI a preferred AI partner for enterprises running workflows on its platform, which processes more than 80 billion global transactions a year.
The move reflects a growing push by large enterprises to embed generative AI directly into operational systems rather than use it as a standalone tool.
ServiceNow’s platform is widely used to coordinate IT, HR, finance, and customer service processes across complex technology environments involving multiple systems and vendors.
Under the arrangement, OpenAI models, including GPT-5.2, will be integrated into ServiceNow’s AI Platform, allowing AI to interpret enterprise data, assist with decisions, and trigger actions within workflows while operating inside customers’ security and governance frameworks.
The integration is aimed at enabling greater automation across routine and semi-complex tasks such as incident management, approvals, service requests, and internal queries.
Employees can interact with the system using natural language, for example requesting access to benefits or flagging a customer issue for escalation, while underlying workflows handle routing, approvals, and resolution.
“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.”
According to ServiceNow, OpenAI models will also be used to summarize incidents and cases, generate content for knowledge bases, improve enterprise search, and help developers and administrators convert intent into automated workflows more quickly. The company said these capabilities are designed to reduce manual effort and speed up process execution across departments.
The companies said future development will focus on more multimodal interactions, allowing users to engage with AI agents through text, voice, or visuals.
ServiceNow already works with large enterprises across industries, including financial services, retail, healthcare, and professional services, many of which are exploring ways to apply generative AI within core business operations rather than isolated pilots.
