AWS Cloud Operations & Migrations Blog

How CDW manages AWS support cases for multiple AWS managed services (AMS) Accelerate accounts

CDW is an AWS Advanced Tier partner with six partner programs and 50+ AWS Customer launches. Furthermore, it has partnered with AWS Managed Services (AMS) to provide a competitive advantage that further propels the quality and delivery of end-to-end IT solutions. CDW Cloud Managed Services powered by AMS helps you deploy, deliver, and manage applications in AWS, thereby freeing up your staff to focus on activities that drive business value. In this blog you will learn how CDW is managing its customer’s AMS incidents and service requests using AWS Support.

AMS Accelerate provides operational services to customers to manage AWS infrastructure. AMS uses native AWS services along with experienced AWS engineers to provide infrastructure security, monitoring, incident management, and other infrastructure services. AMS proactively monitors resources to detect issues and creates an incident in the AWS Support. Moreover, AMS customers can create incidents along with service requests. AMS provides incident management and resolution for proactively detected and customer reported issues.

As an AMS partner, CDW manages the AMS support incidents  and service requests on behalf of their customers. This requires authenticating into each customer’s account and manually managing the AMS cases from customer’s AWS support console. This is time consuming and creates a security risk. This also requires managing the customer credentials centrally or have federated access into the customer’s AWS Accounts. CDW needed a way to create and manage their customer’s AWS support cases in a centralized tool, without having to switch between customers and their AWS accounts.

How CDW achieved this and how you can manage multiple AMS accounts – Solution overview

CDW wanted to utilize a central IT Service Management (ITSM) tool to manage support cases across all of the customers’ AMS AWS accounts. The solution was to use their ServiceNow tool to integrate with AWS Support. This enabled their engineers to create and manage  their customer support cases in ServiceNow itself. This was crucial to meet their following use cases:

  • Create an AMS Support incident or service request in AWS support console using ServiceNow Incident
  • Communicate with AMS support engineers through comments on the ServiceNow Incident
  • Sync AMS Support incidents created on the AWS Support console as ServiceNow Incidents
  • Resolve and reopen AMS incidents and service requests using the respective ServiceNow Incidents
  • Near real-time bidirectional sync of support cases

Instead of developing a custom ServiceNow solution, CDW utilized AWS Service Management Connector (SMC) for ServiceNow.

SMC enables customers to provision, manage, and operate native AWS resources and capabilities in familiar ITSM tooling, such as ServiceNow and Atlassian. For ServiceNow customers, SMC offers a scoped application that’s available to install from the ServiceNow store. CDW is utilizing SMC connector to integrate AWS Support Center to ServiceNow. This provides CDW engineers a bi-directional mechanism for all their use cases. They can create, view, modify, and resolve AMS incidents and support requests in ServiceNow for multiple AMS customer accounts

Technical overview

SMC utilizes an Amazon Simple Queue Service (Amazon SQS) queue to poll updates to AWS support incidents and service requests. SMC uses AWS support endpoint API to create new incidents and updates to existing incidents made in ServiceNow.

As part of the setup of AWS services, an Amazon EventBridge rule is setup to detect changes to AWS support cases and push these to an Amazon SQS queue. In addition, SMC requires an AWS Identity and Access Management (IAM) user and role creations in each AWS account with a) permissions for Amazon SQS queue and b) to create/update AWS support incidents and service requests.

SMC uses pre-configured IAM user to update AWS Support and a SQS queue to receive changes from AWS support

Figure 1. Technical Overview – SMC bi-directional synchronization with AWS Support

Getting started

Before you get started, verify the required permissions in AWS accounts to create users/roles and resource. And permissions to install plugins and applications in the ServiceNow instance.

AWS Configuration:

ServiceNow Configuration :

Finally, connect all of the AWS accounts and regions following Configure AWS accounts to synchronize in the Connector.

Configuring the AWS account for synchronization screen requires providing the access keys of the AWS users and selecting AWS services for integration

Figure 2. Configure accounts for synchronization

Validating integration for AMS incidents and service requests

AWS accounts configured for synchronization

Log in to the ServiceNow instance to verify that AWS accounts are configured for synchronization.

Select the AWS accounts from the navigation panel:

AWS Accounts are under the Setup section of SMC

Figure 3 ServiceNow AWS account selection

  • Verify the Accounts configured for synchronization:
AWS Accounts configured in ServiceNow are listed along with account number and user keys

Figure 4 Accounts for synchronization

View/create/modify/resolve AMS incidents

In the ServiceNow navigation pane, incidents are listed under AWS Support within the SMC. Both AMS accelerate incidents and service requests are included in the same ServiceNow Incident pane. Follow Validating AWS Support in ServiceNow for instructions.

  • To report an incident for AMS Accelerate, select AWS Service – AMS OperationsReport Incident
  • To create an AMS Accelerate service request, select AWS Service – AMS OperationsService Request


You’ve learned how CDW used ServiceNow and SMC to manage incident and service requests for their AMS customers’ accounts. With this solution they avoid authenticating into each customer’s account and manually managing AMS incidents and support requests in AWS Support. Customers with numerous accounts can also use this solution to manage their AWS support cases from ServiceNow.

Moreover, customers can use the SMC connector to integrate ServiceNow with other AWS services, such as AWS Service Catalog, AWS Config, AWS Systems Manager, AWS Health, and AWS Security Hub. Explore SMC Connector documentation to get started.

Enabling AWS Support with ServiceNow – Short Video.

About the authors:

Anish Sheth

Anish is a Senior Solutions Architect at AWS and helps customers establish secure and operational Cloud foundations. He is passionate about solving customers operational and security challenges to move them forward in their Cloud adoption journey.

Joe Thomas

Joe Thomas is a Systems Development Engineer with the AWS Service Management Connectors team. He is passionate about driving operational excellence, troubleshooting customer issues and enjoys building product features and enhancements that drive customer adoption and satisfaction. Outside of work, Joe enjoys spending time with his family on short summer hikes or traveling across the country exploring the various food cultures.

Shashi Pemmasani

Shashi Pemmasani is a Senior specialist Solutions Architect at Amazon Web Services helping customers bring cloud agility and scale to AWS cloud operations. He is passionate about simplifying and automating operations for customer to achieve operational excellence.

Santhoshkumar Ravi

Santhoshkumar Ravi is Solution Specialist at CDW, based out of Austin, Texas. He has over 10 years of experience in IT industries, He is currently working for delivery excellence within the Cloud Design, Management, Automation, and Integration space. He collaborates with client infrastructure and application teams to drive, evolve, and grow Cloud Service Model adoption. He holds a bachelor’s degree in information Technology.