ServiceNow makes Claude its default model for agentic workflows while keeping OpenAI access

ServiceNow is tightening its enterprise AI stack by naming Anthropic’s Claude as the default model across major workflow products, while still keeping a multi-model path open that includes OpenAI.

Claude becomes the default for ServiceNow’s AI workflow layer

The company signed a multi-year partnership with Anthropic that embeds Claude more deeply into ServiceNow’s platform and also deploys it internally to its workforce. For B2B teams using ServiceNow to run IT, HR, customer support, or finance processes, this matters because model selection increasingly dictates agent reliability, cost, and governance.

In practice, ServiceNow says the Claude family will be the “preferred” models across its AI-driven workflow portfolio, and Claude is now the default behind ServiceNow Build Agent, its agent builder for creating agentic workflows (automations where software agents can plan steps, call tools, and execute tasks). ServiceNow also plans to provide Claude to its 29,000 employees, and to make Claude Code available for engineers—bringing “vibe-coding” style assistance directly into internal development.

ServiceNow did not disclose the term length or financial size of the deal.

Multi-model enterprise AI strategy, with OpenAI still in the mix

The Anthropic deal lands about a week after ServiceNow announced it would offer customers access to OpenAI models as part of a separate partnership, positioning ServiceNow as an orchestration layer rather than a single-model bet. ServiceNow leadership framed this as intentional: different models can be better for different tasks, while customers want consistent security, governance, and auditability on one platform.

For marketers and e-commerce operators running service operations at scale, the takeaway is less about model brand names and more about procurement and risk: model choice is moving into the workflow layer, not just standalone chat.

As Anthropic stacks enterprise wins—such as deals with Allianz and Snowflake—the battle for default placement inside SaaS platforms is accelerating.

External sources: ServiceNow’s OpenAI partnership press release at newsroom.servicenow.com, plus reporting on OpenAI’s enterprise push at techcrunch.com, and Anthropic’s recent enterprise deals including Allianz and Snowflake.