AWS Service Management Connector features

Why AWS Service Management Connector?

AWS Service Management Connector enables users to provision, manage, and operate AWS resources natively through their familiar IT Service Management (ITSM) tools.

These connectors make it easier to leverage Cloud Ops features from AWS services such as AWS Support, AWS Service Catalog, AWS Config, AWS Systems Manager, AWS Health Dashboard and AWS Security Hub by minimizing direct AWS platform access, and simplifying AWS product request and operational actions in your existing ITSM tooling. This provides alignment to Service Management governance, procedures and oversight over AWS resources and services.

Currently, AWS Service Management Connector supports tool integrations to ServiceNow and Atlassian's Jira Service Management.

Features

Provisioning

You are able to request, update and terminate curated AWS products in their familiar ITSM tooling such as ServiceNow and Atlassian's Jira Service Management via AWS Service Catalog portfolios and products

Resource transparency (configuration items)

You are able to view near real-time resource details, relationships and compliance status via CMDB/asset repository that can scale with the cloud powered by AWS Config.

You can also view application details and attribute groups via AWS Service Catalog AppRegistry.

Event management

Users are able to view/create, manage and resolve

Security incidents/problems derived from Security Findings via a dual sync powered by AWS Security Hub
High priority events derived from AWS Ops Items that are converted into incidents/issues via a dual sync with AWS Systems Manager OpsCenter

Incident management

Users are able to view/create, manage and resolve

AWS platform cases as incidents via dual sync powered by AWS Support
AWS Incidents (high-impact incidents) converted into incidents via a dual sync powered by AWS Systems Manager Incident Manager

Change management (enablement)

Users are able to automate AWS resource change processes and leverage predictable implementation results by using AWS Systems Manager Change Manager integration. This enables enterprises to manage and create change requests from a curated list of approved and vetted change templates.

Users can also view events and impacted resources related to the change execution via a sync powered by AWS CloudTrail.

Deployment management-Automation

Users are able to execute Automation Documents powered by AWS Systems Manager Automation to perform common maintenance and remediation tasks on their AWS resources.

Measurement and Reporting

Users are able to view AWS Health Dashboard directly in ServiceNow to get relevant and timely information to help manage events in progress, prepare for planned activities and provide information on accounts and services.