What is AWS Service Management Connector for ServiceNow? - AWS Service Management Connector

What is AWS Service Management Connector for ServiceNow?

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 AWS 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 AWS Service Catalog 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 AWS 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.


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.