AWS Service Management Connector for ServiceNow

To help customers integrate provisioning secure, compliant, and pre-approved AWS products into their ServiceNow portal, AWS created the AWS Service Management Connector for ServiceNow (formerly the AWS Service Catalog Connector).

The AWS Service Management Connector for ServiceNow 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 AWS Service Catalog.

• Execute automation playbooks through AWS Systems Manager.

• Track resources in the CMDB powered by AWS Config seamlessly on ServiceNow with the AWS Service Management Connector.

ServiceNow end users can:

• Browse and request and provision pre-secured AWS solutions.

• View configuration item details.

• Execute workflows in ServiceNow on AWS resources.

These features simplify AWS product request actions for ServiceNow users and provides ServiceNow governance and oversight over AWS products.

The AWS-supplied connector is available at no charge in the ServiceNow store and supports ServiceNow platform releases Paris (P), Orlando (O), New York (N), Madrid (M). This new feature is generally available in all AWS Regions where AWS Service Catalog, AWS Config, and AWS Systems Manager services are available.

Topics

• Background
• Getting Started
• Release Notes
• Baseline Permissions
• Configuring AWS Service Catalog
• Configuring ServiceNow
• Validating Configurations
• ServiceNow Additional Features
• Version 2.3.4 Release Transition Instructions

Background

AWS 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.

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 and allows you to 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 to view operational data from multiple AWS services and allows you to automate operational tasks across your AWS resources.

ServiceNow is an enterprise service management platform that places a service‑oriented lens on the activities, tasks, and processes that make up day‑to‑day work life to enable 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.

Getting Started

Before installing the AWS Service Management Connector for ServiceNow, verify that you have the necessary permissions in your AWS account and ServiceNow instance.

AWS prerequisites

To get started, you need:

• To use AWS Service Catalog with the Connector, you need an AWS account configure with your AWS portfolios and products. For details, see Setting up for AWS Service Catalog.

• To see AWS Config details, the service settings need to be configured to record data for the resource types of interest. We recommend you include provisioned products and AWS CloudFormation stacks in addition to the major resource types used by your team. For details, see Setting up AWS Config with the console.

• To use AWS Systems Manager Automation with the Connector, no AWS-side set up is required. As standard, AWS provides a number of automation documents. If you have additional automation documents you wish to use, they will be available in the Connector. For details, see Working with Automation Documents (Playbooks).

ServiceNow Prerequisites

In addition to the AWS account, you need a ServiceNow instance to install the ServiceNow Connector scoped application. The initial installation should occur in either an enterprise sandbox or a ServiceNow Personal Developer Instance (PDI), depending on your organization’s technology governance requirements.

The ServiceNow administrator needs the admin role to install the Connector for ServiceNow scoped application.

Release Notes

Version 3.0.5 of the AWS Service Management Connector for ServiceNow is a bug fix release to include AWS tags for RDS and ELB resources in the ServiceNow CMDB.

AWS Service Management Connector features also include:

• Streamlined install and configuration process for AWS accounts opted into ServiceNow scoped app.

• AWS Service Catalog integration features such as:

  • Rendering AWS Service Catalog portfolios and products in the ServiceNow Service Portal and Fulfiller views.

  • Enable ServiceNow administrators to create AWS Tags across provisioned products.

  • The ability to map synced AWS portfolios to ServiceNow groups.

  • The ability for ServiceNow users to request AWS Service Catalog products through ServiceNow.

  • The ability for administrators to view portfolio and product budgets and actual costs. (Requires budgets to be associated within AWS Service Catalog.)

  • Support for AWS Service Catalog service actions for ServiceNow users to update and terminate products.

  • Support for AWS CloudFormation StackSets, enabling launch of AWS Service Catalog products across multiple regions and accounts.

  • Support for AWS CloudFormation Change Sets, enabling a preview of resource changes prior to a launch or update.

• AWS Config integration features such as:

  • Rendering of AWS Config configuration item details for (EC2, RDS, Load Balancers, S3 Buckets, CloudFormation Stacks, Tags etc.) into the ServiceNow CMDB.

  • Ability to view the configuration item relationships for AWS resources in scope for this release.

• AWS Systems Manager integration features such as:

  • Rendering of AWS Systems Manager automation documents in the ServiceNow Service Portal and Fulfiller (Standard User Interface) views.

  • The ability for ServiceNow administrators to associate AWS Systems Manager automation for AWS accounts opted into the Connector for ServiceNow scoped app.

  • The ability for ServiceNow users to request and execute AWS Systems Manager automation documents through ServiceNow.

• Support for multiple AWS accounts.

• Support for FIPS endpoints and usage in the AWS GovCloud West and East regions.

• Support for the latest ServiceNow platform releases for Paris (P), Orlando (O), New York (N), Madrid (M).