AI

INTELLIGENT TECHNOLOGY

The agreement deepens collaboration between OpenAI technical advisors and ServiceNow engineers, giving customers direct access to frontier capabilities, custom ServiceNow AI solutions aligned to their roadmaps and increased speed and scale without bespoke development.

ServiceNow will build direct speech-tospeech technology using OpenAI models to enable more natural interactions and break through language barriers. With access to the latest OpenAI models, including GPT-5.2, ServiceNow will unlock a new class of AI-powered automation for large enterprises.

“ ServiceNow leads the market in AIpowered 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.”

“ 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.”

Co-innovation that accelerates adoption

As AI model releases accelerate, enterprises need help keeping workflows aligned with the latest innovations. Embedding OpenAI models into the ServiceNow AI Platform complements customers’ ServiceNow configuration management database( CMDB) and provides native access to intelligence that informs actions within workflows.

ServiceNow’ s AI Control Tower acts as the governance and orchestration layer, offering centralised visibility into how models are applied across workflows, how they interact with enterprise data and systems and how AI-driven actions are executed at scale in a controlled, auditable way.

Key use cases include:

• Real-time speech-to-speech voice agents: ServiceNow and OpenAI are working towards AI agents that can listen, reason and respond naturally without text intermediation

• Supercharging automation: OpenAI computer-use models enable new classes of IT automation by turning unstructured documents into actionable data, extending secure, context-aware automation across more environments

Amit Zavery – CPO and COO – ServiceNow

Built on proven AI impact

The agreement builds on ServiceNow’ s existing support for OpenAI models across its platform, including:

• AI assistance that enables employees to ask questions in natural language and receive actionable answers through speech-to-text capabilities

• AI-powered summarisation and content generation for incidents, cases, knowledge articles and service interactions, helping teams resolve issues faster

• Developer and administrator tools that translate intent into workflows, logic and automation, significantly speeding up process creation and updates

• Intelligent search and discovery that delivers the right information from across enterprise systems when it is needed

ServiceNow powers more than 80 billion workflows every year. Through its expanded collaboration with OpenAI, the company is delivering new AI capabilities that enable more advanced automation and more intuitive ways of working across industries and use cases. • www. intelligentcio. com

INTELLIGENT CIO MIDDLE EAST

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