Four Integration patterns between AWS Services and ITSM tools by Itai David, Publisher: LinkedIn

Enterprise customers (except those born in the cloud) utilize ITSM tools to automate on-premise operations, and need to leverage the same tools when they move to the public cloud. The alternative - relearning operations without their ITSM tool - is costly and delays mass migration of production workloads to the cloud. Lydia Leong of Gartner in August 2018 described the need to have a common set of tools for this: “Invest in integration capabilities - work with your development and operations teams to develop skills for multicloud integration, especially integration between applications and data sources that live on different cloud providers”. To meet this need, enterprises need to consider some of the common integration patterns between their ITSM tool and AWS Services. Before implementing the below common integration patterns, enterprise customers are encouraged to carry out an assessment first to establish a baseline of their IT operations. In this article, we will use ServiceNow as an ITSM tool. However, the principles discussed are tool agnostic. Read more from this: Four integration patterns between AWS Services and ITSM tools