AWS Service Management Connector for Jira Service Management Cloud - AWS Service Management Connector
Service management alignment

AWS Service Management Connector for Jira Service Management Cloud

The AWS Service Management Connector (SMC) streamlines cloud operations of AWS resources with your existing operational IT Service Management (ITSM) tooling. The AWS Service Management Connector for Atlassian's Jira Service Management Cloud enables internal customers and Jira agents to provision, manage, and operate AWS resources natively through Atlassian's Jira Service Management. Using the Connector for Jira Service Management Cloud improves the efficiency of Service Management governance and oversight for AWS resources and services.

The Connector for Jira Service Management Cloud enables role-specific tasks for Jira internal customers and Jira agents.

Jira Service Management administrators can

  • Provide pre-approved, secured, and governed AWS resources to Jira agents and internal customers through AWS Service Catalog.

  • Configure synchronization and associate Jira projects for AWS Security Hub integration.

  • Configure incident resolution behavior and associate Jira projects for AWS Systems Manager Incident Manager.

  • Configure synchronization and associate Jira projects for AWS Support integration.

  • Provide access to Jira agents to execute AWS Systems Manager Automation Documents.

Jira Service Management internal customers and Jira agents can

  • Browse, request, and provide pre-secured AWS solutions.

  • View, update, and resolve AWS Security Hub findings as Jira issues.

  • View and resolve incidents affecting AWS-hosted applications through AWS Systems Manager Incident Manager.

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

  • View and execute AWS Systems Manager Automation Documents.

These features minimize direct AWS console access and simplify AWS product requests and operational actions for Jira Service Management Cloud internal customers and Jira agents. This ensures efficient service management governance and oversight over AWS resources and services.

AWS Service Management Connector is built using Forge for Atlassian's Jira Service Management and is available at no charge in the Atlassian Marketplace. This feature is generally available in all AWS Regions where AWS Service Catalog, AWS Security Hub, AWS Systems Manager Incident Manager AWS Support, and AWS Systems Manager Automation services are available.

Service management alignment

This Connector aligns to industry best practices, such as ITIL® 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 deployment management (Provisioning)

AWS Service Catalog or AWS CloudFormation: Requesting and provisioning vetted or predictable products and performing post-provisioning actions.

AWS Systems Manager Automation: Allows users to safely automate common and repetitive tasks using a predefined or custom-built automated runbacks.

Incident management (Ticketing)

AWS Systems Manager Incident Manager: Generating incidents according to response plans.

AWS Support (AWS incidents, service requests, and support cases).
Security event and incident management AWS Security Hub: Managing incidents resulting from security findings.