AWS Service Management Connector for ServiceNow

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AWS Service Management Connector for ServiceNow - AWS Service Management Connector

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The AWS Service Management Connector for ServiceNow (formerly the AWS Service Catalog Connector) enables ServiceNow end users to provision, manage, and operate AWS resources natively through ServiceNow.

ServiceNow administrators can:

Provide pre-approved, secured, and governed AWS resources to end users through Service Catalog.
Execute automation playbooks through AWS Systems Manager.
View and manage operational items as incidents through AWS Systems Manager OpsCenter.
Use AWS Config to track resources in the CMDB seamlessly on ServiceNow with the AWS Service Management Connector.
Define new resource types based on ServiceNow CMDB tables and synchronize these with AWS Config custom resources.
Sync AWS Security Hub findings to ServiceNow incidents or problems.

ServiceNow end users can:

Browse, request, and provision pre-secured AWS solutions.
View AppRegistry applications, attribute groups, and related resource details with AppRegistry.
View, update, and resolve Incidents from AWS Systems Manager OpsItems.
View configuration item details.
Execute workflows in ServiceNow on AWS resources.
View, update, and resolve ServiceNow incidents or problems through AWS Security Hub findings.
View, create, add correspondence and resolve Support cases from ServiceNow (including AMS Accelerate support cases).
View and execute AWS Systems Manager Change Requests from a curated list of pre-approved AWS Change templates.
View resource performance and the availability of AWS services and account through AWS Health dashboard.
Manage and resolve incidents affecting AWS-hosted applications through the integration with AWS Systems Manager Incident Manager.

These features minimize direct AWS platform access, simplify AWS product request and operational actions for ServiceNow users. They also provide streamlined Service Management governance and oversight over AWS resources and services.

The AWS-supplied connector is available at no charge in the ServiceNow store. It supports ServiceNow platform releases San Diego(S), Rome (R), and Quebec (Q - Patch 5 going forward). These new features are generally available in all AWS Regions where AWS Service Catalog, AWS Config, and AWS Systems Manager services are available. For list of regions and service quotas of AWS services, see Service endpoints and quotas.

Note

For the ServiceNow Quebec release, we only support Quebec Patch 5 going forward due to a deprecated ServiceNow REST API call, getDeprecatedValue(), which inhibited end users’ ability to request AWS Service Catalog products and AWS Systems Manager automation documents in the Connector. ServiceNow resolved the issue in Quebec Patch 5, so we now support only Patch 5 going forward.

The following AWS services integrate into this Connector:

Service Catalog allows you to centrally manage commonly deployed AWS services and provisioned software products. It helps your organization achieve consistent governance and compliance requirements, while enabling users to quickly deploy only the approved AWS services they need. It also offers AppRegistry, which creates a repository of your applications and associated resources.
AWS Config enables you to assess, audit, and evaluate the configurations of your AWS resources. AWS Config continuously monitors and records your AWS resource configurations. It also lets you automate the evaluation of recorded conﬁgurations against desired conﬁgurations.
AWS Systems Manager gives you visibility and control of your infrastructure on AWS. Systems Manager provides a unified user interface so you can view operational data from multiple AWS services, investigate and resolve operational issues through OpsCenter and Incident Manager, and automate operational tasks across your AWS resources.
AWS Security Hub gives you a comprehensive view of your security alerts and security posture across your AWS accounts. With AWS Security Hub, there is a single place that aggregates, organizes, and prioritizes your security alerts, or findings.
AWS Health provides personalized information about events that can affect your AWS infrastructure, guides you through scheduled changes, and accelerates the troubleshooting of issues that affect your AWS resources and accounts.
Support provides multiple tooling mechanisms, people, and programs designed to proactively help you optimize performance, lower costs, and innovate faster. Support enables you to be successful on your cloud journey. It addresses requests that range from answering best practices questions to providing guidance on configuration and break-fix and problem resolution.
ServiceNow is an enterprise service management platform that places a service-oriented lens on the activities, tasks, and processes that enable day-to-day work life and a modern work environment. ServiceNow Service Catalog is a self-service application that end users can use to order IT services based on request fulfillment approvals and workflows. The ServiceNow CMDB provides resource transparency and relationships for the logical components of a service.