Critical infrastructure use case · Amazon Web Services + ServiceNow + Jira
Infrastructure alert to incident and remediation
Alerts arrive faster than teams can open tickets, and remediation happens outside change control. Alerts become incidents and engineering issues, and infrastructure changes run only when approved.
Systems involved
What each system contributes
61 actions
- EC215
- Lambda10
Trigger source: AWS S3, AWS SNS, AWS SQS, AWS CloudWatch, AWS CloudWatch Events
Architecture
One governed run
How it starts: AWS CloudWatch, CloudWatch Events, SNS or SQS events start the run.
Variant: Azure Event Hub and Service Bus triggers with Azure Virtual Machines actions follow the same pattern.
Step by step
How the process runs
- 01
Event
A CloudWatch, SNS or SQS event starts the run.
- 02
Incident
A ServiceNow incident is opened with CMDB context.
- 03
Engineering
A Jira issue is created for the owning team.
- 04
Remediate
An approved EC2 or Lambda action runs.
Control
Human decision and exception path
Human decision
An operator approves remediation through a ServiceNow change.
Exception path
- Unmatched resources go to triage.
- Failed actions keep the change open.
- Duplicate alerts update existing incidents.
Evidence
What gets audited
- Event.
- Incident, issue and change.
- Approval.
- AWS responses.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
The execution record can support evidence for NIS2 incident handling obligations.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- ServiceNow-Jira integration
Integration pattern · Incidents and changes reach engineering with context, and status returns to service.
- AWS-ServiceNow integration
Integration pattern · Cloud events become enriched incidents and approved changes.
- Amazon Web Services connector
61 pre-built actions
- ServiceNow connector
55 pre-built actions
- Jira connector
36 pre-built actions
- Infrastructure orchestration
Operations runbooks with approval and evidence.
- Identity access change for operations staff
Another critical infrastructure use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- AWS CloudWatch, CloudWatch Events, SNS or SQS events start the run.
- What if a step is not covered by a pre-built action?
- It runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Use case review
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