AWS Service Management Connector for Jira Service Management

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

It enables Jira Service Management administrators to:

• Provide pre-approved, secured, and governed AWS resources to end-users through AWS Service Catalog.

• Create and manage operational items through AWS Systems Manager OpsCenter.

• Execute automation playbooks through AWS Systems Manager Automation.

• Track resources in a configuration item view powered by AWS Config.

• View, create, investigate, add correspondence, and resolve AWS Support cases through Jira Service Management (including AMS Accelerate support cases).

These integrations streamline AWS native services by making it easier for you to consume and provide Jira Service Management governance and oversight over AWS products.

The AWS-supplied connector is available at no charge in the Atlassian Marketplace. This new feature is generally available in all AWS Regions where AWS Service Catalog, AWS Config, and AWS Systems Manager services are available.

Service management alignment

This Connector aligns to industry best practices, such as ITIL®’s service management areas by enabling tools (services) with the intersection of people, processes and partners. The Connector also addresses a baseline set of service management practices you can use in existing operational tooling:

Service management area	AWS service(s) integration
Service Catalog management deployment management (Provisioning)	AWS Service Catalog, AWS CloudFormation, and AWS Systems Manager Automation requests and provisions vetted and predictable products and performs post-provision actions.
Incident management (Ticketing)	AWS Support (AWS services and platform incidents). AWS Systems Manager OpsCenter (Jira operational Issues derived and detected for solutions built on AWS platform). AWS Security Hub (Jira Issues from security Findings).
Service configuration management (CMDB)	AWS Config (Track AWS resources related to the Jira Issue).

Background

AWS Service Catalog (Service Catalog) allows you to centrally manage commonly deployed AWS services and provisioned software products. It helps your organization meet consistent governance and compliance requirements, while enabling users to quickly deploy only the approved AWS services they need.

AWS Config (Config) enables you to assess, audit, and evaluate the configurations of your AWS resources. AWS Config continuously monitors and records all your AWS resource configurations and allows you to automate the evaluation of recorded configurations against desired configurations.

AWS Systems Manager (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 allows you to automate operational tasks across your AWS resources.

AWS Security Hub (Security Hub) gives you a comprehensive view of your security alerts and security posture across your AWS accounts. With Security Hub, there is a single place that aggregates, organizes, and prioritizes your security alerts, or Findings.

Atlassian Jira Service Management (JSM) is service desk software for modern IT teams. Jira Service Management request types enable self-service for developers and end users to order IT services based on request fulfillment approvals and workflows.

AWS Support (Support) provides multiple tooling mechanisms, people, and programs designed to proactively help you optimize performance, lower costs, and innovate faster. AWS Support enables customers to be successful on their cloud journey and address requests that range from answering best practices questions, guidance on configuration to break-fix and problem resolution.

Jira Service Management supported versions and releases

The AWS Service Management Connector (Connector) for Jira Service Management supports Jira Service Management Server and Data Center versions. We support Jira software (Jira Service Management) releases for the current and one previous version in each of the major, minor, and point release streams for:

• Jira Server 7.13.17 to 8.22.1

• Jira Data Center 7.13.17 to 8.22.1

A Jira Service Management Cloud Connector is also available in the Atlassian Marketplace. For more information, see AWS Service Catalog for Jira Service Management Cloud.