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. 2 3 5 AMS automation noise reduction remediation green=AMS managed 4 5 6 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 updates and 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’ environment 24x7 (with email, phone, and chat support), and are backed by dedicated AMS security engineers. Customers/Partners also get access to an AMS architect and a delivery manager for ongoing tech consultations and service reviews. Take help of AMS operations for proactive incident management in addition to achieving overall operational excellence in AWS clou
