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AWS Integration with ServiceNow SAM Pro / SaaS License Management

ankurc2
Tera Contributor

3 weeks ago

We are currently implementing ServiceNow SAM Professional (SAM Pro) for a customer and one of the requirements is to integrate Amazon Web Services (AWS) with ServiceNow for software/SaaS asset management purposes.

After reviewing the ServiceNow documentation, we have not been able to find a dedicated out-of-the-box AWS integration specifically for Software Asset Workspace / SaaS License Management, and our team does not have prior implementation experience in this area.

We would appreciate guidance from anyone who has implemented AWS integration in the context of SAM Pro.

Our Questions

1. Integration Availability

  • Has anyone successfully integrated AWS with ServiceNow SAM Pro?
  • Is AWS officially supported for SaaS License Management?
  • Is there any ServiceNow Store application, IntegrationHub Spoke, Connector, or Accelerator available for AWS integration?
  • Is the integration considered a supported solution by ServiceNow or a custom implementation?

2. Business Use Cases

  • What specific SAM Pro use cases does AWS integration support?
  • Is the integration intended for:
    • User subscription discovery?
    • SaaS spend management?
    • License optimization?
    • Cloud consumption tracking?
    • User activity monitoring?
  • Which AWS services are typically brought into ServiceNow?

3. Scope of Data Collection

What information can be collected from AWS?

For example:

  • AWS Accounts
  • Organizations
  • IAM Users
  • IAM Roles
  • User Groups
  • AWS Identity Center (SSO) Users
  • Application assignments
  • Service subscriptions
  • Resource utilization
  • Cost/Consumption data
  • Marketplace subscriptions

Which of these are commonly used in SAM Pro implementations?

4. Technical Integration Approach

  • Which AWS APIs are normally used?
  • Is AWS Identity Center (formerly AWS SSO) used as the primary source?
  • Are customers using:
    • REST APIs?
    • IntegrationHub?
    • Custom scripted integrations?
    • MID Server?
    • AWS Lambda?
  • Is the integration direct or brokered through another system?

5. Prerequisites

What prerequisites should be completed before starting the implementation?

Examples:

  • AWS account structure
  • AWS Organizations setup
  • IAM roles
  • Service accounts
  • API permissions
  • Cross-account access
  • Security approvals
  • Network requirements
  • MID Server requirements

Are there any mandatory configurations that are commonly overlooked?

6. ServiceNow Configuration

  • Are there specific plugins required?
  • Are there SAM Pro tables designed to store AWS SaaS information?
  • How is AWS data mapped into:
    • SaaS Applications
    • User Entitlements
    • Subscriptions
    • Software Models
    • Licenses

7. User Reconciliation

  • How are AWS users reconciled with ServiceNow users?
  • Is email address used as the primary matching key?
  • Are there any challenges with federated identities?

8. Discovery and Normalization

  • Can AWS data be normalized automatically?
  • Are custom transformation maps required?
  • Are there any best practices for handling AWS service naming and categorization?

9. Reporting and Optimization

After integration:

  • What dashboards and reports become available?
  • Can ServiceNow identify:
    • Unused AWS accounts?
    • Inactive users?
    • Overlicensed subscriptions?
    • Optimization opportunities?

10. Implementation Challenges

For anyone who has completed such an integration:

  • What major challenges did you encounter?
  • Any performance considerations?
  • Security concerns?
  • Lessons learned?
  • Recommended architecture?

If possible, please share any high-level architecture diagrams, implementation approach, experience, or documentation references.

Thank you in advance for your guidance.

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1 REPLY 1

Vikram Reddy
Tera Guru

2 weeks ago

Hey @ankurc2,

 

No, there's no dedicated AWS connector, Spoke, or Store app for SaaS License Management, and AWS isn't among the several dozen direct integration profiles SAM Pro ships with (Salesforce, Slack, Zoom, Workday, GitHub, and so on). AWS Identity Center also isn't one of the supported SSO discovery sources, that list is Microsoft Entra ID and Okta only. Anything you build against AWS is a custom integration on the same framework those other integrations sit on.

Custom AWS integration for SaaS License Management (no OOB path exists):
1. Build a Custom Spoke in IntegrationHub, with actions calling:
   - AWS Identity Store API (ListUsers, ListGroups) via Identity Center
   - AWS Organizations API (ListAccounts, ListOrganizationalUnitsForParent)
   - AWS Marketplace Catalog API / Cost Explorer API for subscription + spend
2. Create an Integration Profile pointing at that Spoke
3. Build the required Data Stream Actions and Subflows:
   fetch users, user activity, license consumption, reclaim users
4. Publish the profile so it appears under SaaS License Management setup

This works because ServiceNow deliberately built SaaS License Management on a custom integration profile framework for exactly this gap, any app with a REST API can be onboarded the same way the native Salesforce or Zoom integrations were, you just own the Spoke and the field mapping. AWS infrastructure data (EC2, S3, accounts) already lands in CMDB through Service Graph Connector for AWS or Cloud Discovery, but that's CI inventory, not per-user SaaS entitlement data, so it won't populate the SaaS workspace on its own. Reconciliation back to ServiceNow users is still email-based matching, same as the OOB integrations, so budget cleanup time wherever AWS Identity Center is federated off a source that doesn't carry a verified corporate email.

 

Thank you,
Vikram Karety
Octigo Solutions INC