What is the AWS Service Management Connector?
The AWS Service Management Connector links AWS with established ITSM tools. Users provision AWS resources from the service tool they already work in, manage them there, and operate them without switching between interfaces. The product page references ServiceNow and Jira Service Management as compatible platforms.
Important lifecycle note: Per the product page, the connector is no longer available to new customers as of March 31, 2026; existing customers can continue to use it until March 31, 2027. AWS recommends AWS Partner solutions for ITSM integrations or direct SDK integrations as alternatives. New initiatives should therefore be planned without this connector.
Core Features
- Self-service provisioning: Request Amazon WorkSpaces, Amazon EC2, application patterns, and AWS accounts, among others, from the ITSM tool
- Federated visibility: View AWS resource data and compliance status in CMDB systems
- Operations: Detect and remediate operational issues through ITSM workflows
- Security incident response: Handle security findings in the familiar tool
- Connected AWS services: AWS Config, AWS Service Catalog, AWS Security Hub, AWS Support, and AWS Systems Manager
- Unified operations: Cloud operations without switching between the ITSM interface and the AWS console
Typical Use Cases
Keep existing integrations running: Per the product page, existing customers can continue using the connector until March 31, 2027.
Governed provisioning: Request standardized resources through the service catalog and have them approved through existing approval processes.
CMDB maintenance: Feed AWS resource data and compliance status into the configuration management database.
Incident and security handling: Work findings and operational alerts inside existing ticket workflows.
Benefits
- Provisioning and operations from the ITSM tool already in use
- Existing approval and ticket processes remain in place
- Integration with several AWS governance and operations services
- Fewer tool switches for service desk teams
Integration with innFactory
As an AWS Reseller, innFactory supports you with the AWS Service Management Connector: keeping existing integrations running within the announced timeframe, evaluating partner solutions and custom SDK integrations as successors, and carrying your governance requirements over into the future solution.
Typical Use Cases
Technical Specifications
Frequently Asked Questions
Is the AWS Service Management Connector still available?
Per the product page, the AWS Service Management Connector is no longer available to new customers as of March 31, 2026. Existing customers can continue to use it until March 31, 2027. The AWS service availability announcement from March 2026 lists the connector among the services entering sunset.
What does the connector do?
Per the product page, the connector lets you provision, manage, and operate AWS resources within ITSM tools. This includes self-service provisioning, federated visibility of AWS resource data and compliance status in CMDB systems, detecting and remediating operational issues through ITSM workflows, and security incident response capabilities.
Which ITSM platforms are supported?
The product page references ServiceNow and Jira Service Management as compatible platforms.
Which AWS services are integrated?
Per the product page, the connector works with AWS Config, AWS Service Catalog, AWS Security Hub, AWS Support, and AWS Systems Manager.
What does AWS recommend as an alternative?
Per the product page, AWS recommends transitioning to AWS Partner solutions that specialize in ITSM integrations, or building direct integrations with AWS services using the SDKs. Related services such as AWS Config and AWS Systems Manager are not affected by this change.
Note: All product information on this page has been compiled with care, but is provided without guarantee and may be outdated or incomplete. Cloud services evolve rapidly — features, pricing, SLAs, and availability change frequently. Authoritative and up-to-date information can only be found on the official product page of AWS (official documentation). This page does not represent an offer by AWS.