What ServiceNow and OpenAI signal for enterprises as AI moves from advice to execution

ServiceNow announced a multi-year partnership with OpenAI to bring GPT-5.2 into its AI Control Tower and Xanadu platform, reinforcing ServiceNow’s strategy to focus on enterprise workflows, guardrails, and orchestration rather than building frontier models itself.

For enterprise buyers, the deal underscores a broader shift: general-purpose models are becoming interchangeable, while the platforms that control how they’re deployed and governed are where differentiation now lives.

ServiceNow lets enterprises develop agents and applications, plug them into existing workflows, and manage orchestration and monitoring through its unified AI Control Tower.  

The partnership does not mean ServiceNow will no longer use other models to power its services, said John Aisien, senior vice president of product management at ServiceNow.

"We will remain an open platform. There are things we will partner on with each of the model providers, depending on their expertise. Still, ServiceNow will continue to support a hybrid, multi-model AI ...