In a significant move to accelerate the adoption of artificial intelligence in corporate environments, ServiceNow and OpenAI have announced an enhanced strategic collaboration. The agreement, unveiled in Dubai, aims to power agentic AI experiences and provide enterprise customers with direct access to OpenAI’s frontier models to drive tangible business outcomes.
This multi-year agreement will facilitate a deep collaboration between OpenAI’s technical advisors and ServiceNow’s engineers, enabling the development of custom AI solutions aligned with unique customer roadmaps without the need for bespoke development.
Powering Agentic AI Experiences
The partnership focuses on shifting enterprises from AI experimentation to scalable deployment. By embedding OpenAI’s frontier models, including the latest GPT-5.2, into its platform, ServiceNow is building a new class of AI-powered automation designed to take end-to-end action in complex business environments.
“With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments,” 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.”
Brad Lightcap, chief operating officer at OpenAI, echoed this sentiment. “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 For Faster Adoption
A key challenge for large enterprises is keeping their workflows aligned with the rapid pace of AI innovation. This collaboration addresses that by integrating OpenAI models directly into the ServiceNow AI Platform. This native access complements a customer’s existing configuration management database (CMDB) and informs actions taken within workflows.
ServiceNow’s AI Control Tower will provide a crucial governance and orchestration layer, offering organizations centralized visibility into how AI models are applied, how they interact with enterprise data, and how AI-driven actions are executed at scale in a controlled and auditable manner.
New Capabilities Unlocked
The partnership promises to deliver several innovative capabilities that will redefine enterprise automation. One of the flagship features is the development of real-time speech-to-speech AI agents. Using OpenAI technology, these agents will be able to listen, reason, and respond naturally in a user’s preferred language, eliminating translation delays and reducing latency in service interactions.
Furthermore, the collaboration will supercharge IT automation. Computer-use models from OpenAI will enable autonomous interaction with workplace tools and legacy systems, including mainframes. By turning unstructured documents into actionable data, this capability extends secure, context-aware automation across complex IT landscapes.
Relevance For The MENA Tech Ecosystem
The choice of Dubai for this major announcement underscores the growing importance of the MENA region as a hub for AI adoption and innovation. For the region’s founders, VCs, and tech leaders, this partnership offers a powerful toolkit to build and scale AI-driven solutions.
Enterprises across the GCC, particularly in sectors like finance, logistics, and government services, are aggressively pursuing digital transformation agendas aligned with national strategies like Saudi Vision 2030 and the UAE Centennial 2071 Plan. The ServiceNow and OpenAI collaboration provides these organizations with a secure, scalable, and governed platform to deploy advanced AI that can automate complex workflows, enhance customer service, and drive operational efficiency, accelerating their journey toward becoming AI-first economies.
About ServiceNow
ServiceNow (NYSE: NOW) is the AI control tower for business reinvention. The ServiceNow AI Platform integrates with any cloud, any model, and any data source to orchestrate how work flows across the enterprise. By unifying legacy systems, departmental tools, cloud applications, and AI agents, ServiceNow provides a single pane of glass that connects intelligence to execution across every corner of business. With more than 80 billion workflows running on the platform each year, ServiceNow helps organizations turn fragmented operations into coordinated, autonomous workflows that deliver measurable results.
Source: MEA TechWatch
