Migrating to ServiceNow

ServiceNow Incident Management is a core ITSM module designed to restore normal service operations after unplanned interruptions while minimizing business impact. Like Incident Manager, ServiceNow Incident Management provides a structured, automated system to view, investigate, and resolve IT incidents, with features such as automated prioritization, and built-in escalation processes.

The ServiceNow Service Operations with Incident Management and Event management module integrates with Amazon CloudWatch, allowing you to automatically create ServiceNow events/alerts and incidents when CloudWatch alarms enter the ALARM state. Configuring CloudWatch alarms to automatically create ServiceNow incidents with webhook to AIOps event management enables you to quickly diagnose and remediate issues with AWS resources from a single platform.

If you have existing CloudWatch Alarms integrated with AWS Systems Manager Incident Manager, we recommend you update those integrations to use ServiceNow Incident Management and AIOps event intelligence platform instead. The official ServiceNow documentation provides detailed instructions for integrating ServiceNow with Amazon CloudWatch.

Along with automated incident creation, ServiceNow Incident Management offers a range of features to improve incident management, such as incident communications management, on-call scheduling, escalation policies, and more. Customers can refer to the following ServiceNow documentation for details on configuring these capabilities:

For additional support, you can contact your Technical Account Manager or a ServiceNow sales representative for more information.