AWS Managed Services (AMS) for Operational Excellence - Use this reference architecture to understand AMS for Helpdesk - Part 1 - read online free

Oct 25, 2026

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AWS Managed Services (AMS) reference architecture explains how AMS delivers 24x7 helpdesk, proactive monitoring, security operations, logging, patching, and backup for AWS environments. It describes the ITSM responsibility split between customers/partners and AMS, including incident and service request intake through ITSM tools, AMS Console, and the AWS Support console. The material details how AMS monitoring and guardrails generate incidents, apply automation-driven remediations, and keep customers updated via the AWS Support portal.

LanguageEnglish

CategoryTechnology

FormatPDF

Pages7

Reading Time18 min

AccessFree to download

AMS for Helpdesk

Reference architecture overview

Incident intake and ITSM integration

AMS operations and single interface

AMS for Proactive Monitoring

Observability and monitoring ownership

Monitoring architecture components

AWS Managed Services (AMS) for Operational Excellence Reviewed for technical accuracy September 20, 2022 © 2022, Amazon Web Services, Inc. or its affiliates. All rights reserved. | 1. AMS for Helpdesk | | --- | | 2. AMS for Proactive Monitoring | | 3. AMS for Security Operations | | 4. AMS for Logging | | 5. AMS for Patching | | 6. AMS for Backup | AWS Reference Architecture AWS Managed Services (AMS) for Helpdesk Part of Operational Excellence with AMS Use this reference architecture to understand how AMS provides 24x7 helpdesk in an AWS environment. AMS provides unlimited access to Incident and Response, service request, and problem management for all AWS services as part of an AMS managed account. | | customer
(Cloud Center of Excellence) | |
ITSM (defines)
• Service Level requirements
• operational integration
• ITSM tooling | | |
Operations/DevOps (handles)
• application incidents
• Infrastructure and OS incidents
• security incidents | | | | | | | | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | |
1 | | | | | | | | | | | | | | 2 customer/Partner (service desk/ITSM tooling) | | | | | | | | | | | | | | | | ITSM tool Integration
customer/Partner-raised
incidents or service requests | | events from AMS monitoring and guardrails
auto incidents andremediations using AWS APIs | | | | | | | | | | | | | | | | | | AMS service account | |
5 | | | |
AWS app accounts
AMS managed

AWS Service Catalog AWS Support
Management Connectors
incidents and service
requests
review/updates

4
AMS Console
create AMS
incidents and SRs | | | | | | | | | VPC (AMS Orchestrator)

AWS Express Workflows AMS automation
alarm investigation noise reduction | | | | | | | | | | | | | | case management remediation
aggregation and reporting | | | | | incident triage, consultation, escalation, and problem management

6

AMS ops 24x7

AMS security

named
cloud architect

named service delivery manager | | | | | | | | | | | | | | | | | | | | | | | | | | | Reviewed for technical accuracy August 17, 2022 © 2022, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Reference Architecture green=AMS managed 1 2 3 4 5 6 The Helpdesk capability primarily falls under the information technology service management (ITSM) team. They define policies, provide guidelines and service level agreement (SLA) requirements, implement operational integration, and ITSM tooling (if needed). The Operations teams follows the guidelines and handle incidents at App, OS, Infra, and security levels. Customers either have in-house helpdesk or use Partners to offload the L1/L2 service desk. With AWS Managed Services (AMS), customers/Partners can rely on AMS Helpdesk 24x7 for incidents at OS, Infra, and Security levels, and use their workforce for more valueadded activities and reduce staff churn. Customers/Partners are responsible for ITSM tooling and integration to the AWS ticketing system. AMS customers can rely on AWS Service Management Connector (for ServiceNow or JiraSD) or use AWS Support APIs to integrate with the AWS/AMS ticketing system. Incidents and service requests raised by customers or Partners, using ITSM tool or directly using AMS Console, end up in the standard AWS Support console, where AMS provides updatesand resolutions. Events from AMS proactive monitoring and AMS security guardrails are received into the AMS service account, where they are investigated and converted into incidents after discarding false positives. AMS automation raises incidents, triggers remediations where necessary, and customers are updated via the AWS Support portal. AMS acts as a single interface for all AWS-related Incidents. The AMS Operations team monitors the customers’envi

FAQs

What does AMS for helpdesk provide in an AWS environment?

AMS provides 24x7 helpdesk capabilities for incidents, including incident and response, service request handling, and problem management across AWS services in an AMS managed account.

How do customer or partner incidents and service requests reach AWS?

Incidents and service requests raised via an ITSM tool or directly in the AMS Console end up in the standard AWS Support console, where AMS provides updates and resolutions.

How are incidents created from AMS proactive monitoring and security guardrails?

Events from proactive monitoring and security guardrails are received into the AMS service account, investigated, and converted into incidents after discarding false positives, while automation triggers remediations as needed and notifies customers via the AWS Support portal.

Oct 25, 2026

Upload by Sarah