In this workshop, cloud architects, IT service management (ITSM) leads, and IT managers learn how to launch and operate governed cloud workloads on AWS by leveraging AWS management tools on the ServiceNow platform. Attendees have the option of managing the provisioning process for an Amazon WorkSpaces desktop through ServiceNow. This workshop simulates the launching of AWS services using the AWS Service Catalog Connector for ServiceNow and the operational activities established to demonstrate the ITSM process integration within ServiceNow (workflows, CMDB updates, incident management, change management).

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Building End-to-End IT Lifecycle
Management on AWS with ServiceNow
MaSonya Scott
Sr. Business Development Mgr.
AWS
E N T 3 3 0
Kanchan Waikar
Solutions Architect
AWS
Kenneth Walsh
Solutions Architect
AWS

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Agenda
Pre-workshop activities
Introduction
IT lifecycle overview
IT lifecycle tooling workshop
Wrap-up

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Pre-workshop logistics
o Group of 2 people
o Seating is 4 people per table
o QwikLab access information sheet
o ServiceNow (1 instance per group)
o AWS QwikLab (individual accounts)
o Please sign up for QwikLab
o Tiny URL: [Insert URL prior to Workshop]
o Run lab setup in QwikLab

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Lab environment—Warm up

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Presenters
MaSonya Scott – AWS Service Catalog. Sr. Business Development Manager
based in Atlanta, GA. Joined AWS in December 2016. Experience in
operations, ITSM consulting. Currently serves as the one of the liaisons
between AWS and ServiceNow.
Ken Walsh – AWS Marketplace Solutions Architect based in New York City,
NY. Joined AWS in April, 2017. He has an extensive background in
automation and enjoys helping customers solve their business requirements
with AWS Service Catalog and AWS Marketplace.
Kanchan Wanchar – AWS Marketplace Solutions Architect based in Chicago, IL.
She enjoys helping customers build architectures using AWS, AWS Marketplace
products, and AWS Service Catalog.

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What to expect from this lab workshop
By the end of this session, you should be able to:
• Articulate the importance of cloud operations, and the right cloud
operating model to achieve sustainable adoption of AWS
• Understand AWS Management Tools value proposition to
infrastructure operations for our customers
• Evaluate the cloud operating model leveraging ServiceNow ITSM
tooling scenarios integrated to DevOps tools to enhance cloud
management

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Related breakouts/workshops
Wednesday, November 28
BAP206-R3 - Lifecycle Management of Amazon WorkSpaces Using the
AWS Service Catalog Connector for ServiceNow
2:30 PM – 3:30 PM | Mirage, Grand Ballroom D, Table 1
Tuesday, November 27
ENT320 - Drive Self-Service & Standardization in the First 100 Days of
Your Cloud Migration Journey
10:00 AM – 11:00 AM | ARIA East, Level 2, Mariposa 5
Thursday, November 29
SEC318 - How Verizon is Accelerating Cloud Adoption and Migration with
the AWS Service Catalog Connector for ServiceNow
2:30 PM – 3:30 PM | MGM, Level 1, Grand Ballroom 111

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Goals in the cloud: Speed & security
Deploy AWS services
quickly
Following best
practices for security
and compliance
while

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Value
Time
Future
Today
Project
Foundation The great stall
The challenge
Traditional
operations

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What operating models do we recommend?
Sustain
“Traditional Ops”
Grow
“DevOps”
Optimize
“CloudOps”
OperationsEngineering
PlatformApplications
DevOpsDev Team /
COTS
Cloud Platform
Engineering
ITSM
OperationsEngineering
PlatformApplications
DevOpsDevOps
Teams
ITSM
Cloud Platform Engineering
OperationsEngineering
PlatformApplications
DevOpsDev Team /
COTS
Cloud
Platform
Engineering
Cloud
Operations
App
Ops
Platform
Ops
ITSM
Transitional Strategic Strategic

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Connect ServiceNow to AWS Services
ServiceNow users browse
and request AWS services
Catalog administrators procure,
publish, and govern AWS services
Operators monitor and manage
AWS services
Amazon CloudWatch
AWS Config
AWS resource info and event triggers are
published to ServiceNow incident management
1 2 3
4
Amazon SNS
Amazon EC2 Amazon S3 Amazon RDS Amazon VPC
Amazon
EMR
Amazon
SQS
Amazon
Machine
Learning
AWS Mobile
Hub
AWS IoT Amazon
WorkSpaces

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Benefits
Streamline Provisioning: Enable developers to request and build cloud products
in the same catalog they order mobile phones, laptops, and other IT services.
Agile Governance: You can proactively govern the environment, enforce mandatory
configurations, and leverage scenarios where you would launch a resource on AWS
(e.g., a security group).
Control Costs: Enforce specific AWS resource types or sizes in a given
environment to control costs.
Limit Access: Grant access to developers to provision AWS resources without giving
them access to the underlying AWS services such as Amazon EC2, Amazon S3, Amazon
RDS, etc.
Accelerate AWS Adoption: Minimize ServiceNow admins need to ramp skills on
AWS admin actions and vice versa ... increases speed to market.
Connector Supported on Multiple ServiceNow Releases: London, Kingston, Jakarta

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Demo scenario
 Service Catalog
 Request Fulfillment
 Provisioning and Config Mgmt
 Resource Inventory Mgmt (CMDB)
 Operational Actions
 IT Change Mgmt

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IT lifecycle workshop tasks
41 2 3

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Task #1 – Provisioning
1
Pre-configured items
 AWS Service Catalog portfolio
 Amazon EC2 product
 Amazon WorkSpaces product

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Task #1 – Provisioning
SC Administrator
Users
2
3
1
View the access granted
to users
RoleView launch constraint
4
Launch EC2
product
AWS
Service Catalog
View Amazon EC2 product
View WorkSpaces
product
3 View TagOption
5
6

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Task #2 – Operational actions
2
Lab tasks
 Set up your Service Actions library
 Add start/stop actions to Amazon EC2 product
 Test Self-Service actions

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Task #2 – Operational actions
SC Administrator
End users
2
3
1
Launch Amazon EC2 product
role
Open launched
Amazon EC2
product
AWS
Service Catalog
Set up Service Actions Library
Associate Service actions
with Amazon EC2 product
3
Stop Amazon
EC2 instance
4
Start Amazon
EC2 instance
5

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IT lifecycle workshop tasks
41 2 3

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Task #3 – Self-service
3
Lab tasks
 Configure AWS account in AWS Service Catalog
scoped app in ServiceNow
 Validate configuration
Pre-configured items
 AWS Service Catalog scoped app
 AWS Service Catalog scoped app roles
 A catalog of products in AWS Service
Catalog

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Task #3 – Self-service
SC Administrator
Users
1
Order Amazon
WorkSpaces Desktop
AWS
Service CatalogConnect AWS Service Catalog
with ServiceNow
2
3
AWS Service Catalog
launches an Amazon
WorkSpaces Desktop
4
Connector sends the
request from
ServiceNow to
AWS Service Catalog
Amazon
WorkSpaces

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Task #4 – Incident management
4
Lab tasks
 Subscribe to an SNS topic from ServiceNow
 Validate incident by launching an EC2 product
Pre-configured Items
 SNS scoped app (in ServiceNow)
 SNS Topic (in AWS)
 AWS Config rule (in AWS), AWS CloudTrail
 Amazon CloudWatch Events rule

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Task #4 – Incident management
Add ServiceNow
as a listener to
Amazon SNS topic
AWS
Config
ConfigLambdaFunction
Evaluate / Re-evaluate
rule
Report results
Amazon EC2
1
3
Events event
4
Amazon
CloudWatch
Create Compliance Change
Triggered Amazon CloudWatch
Events rule
2
5
Create incident in
ServiceNow
Amazon
SNS
Report results
6

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Outcomes
Delivery of production systems
by multi-disciplinary teams
Improve operational efficiency
Service template consumption
Consistent framework for overall
adoption and acceleration
Enforce compliance
Enhance customer satisfaction

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Resources
• [Launch Announcement] SC ServiceNow Connector
• [Blog] Jeff Barr-AWS Service Catalog Connector for ServiceNow
• [Blog] Install AWS SC Connector for ServiceNow
• [Questions] SC BD Team: aws-sc-bd@amazon.com

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36. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
MaSonya Scott
(masonyas@amazon.com)