Bedrock Managed Knowledge Base adds ServiceNow connector and user-managed 3LO setup

The ServiceNow connector is a meaningful enterprise addition: ServiceNow is a dominant system of record for IT service management, and being able to crawl its knowledge articles and catalog items natively into a Bedrock knowledge base lets support and IT agents answer from authoritative internal content without custom ETL. This slots into AWS's strategy of meeting enterprise data where it already lives.

The second change — user-managed 3LO (three-legged OAuth) setup for SharePoint, OneDrive, and Confluence — is a security and onboarding improvement. Previously, connecting these sources required admin-generated 2LO credentials, a bottleneck that forced central IT involvement for every knowledge base. The 3LO flow lets individual users authorize access with their own delegated permissions, reducing admin friction and better respecting per-user access scopes.

Competitively, these connectors continue AWS's methodical expansion of Bedrock's enterprise integration surface, released the same day as automatic sync scheduling and federated MCP access patterns. Microsoft has a natural home-field advantage for SharePoint/OneDrive within its own Copilot stack, so AWS supporting them as sources is a direct bid to keep multi-cloud enterprises building agents on Bedrock.

These are incremental capabilities rather than a flagship launch, but connector breadth and clean auth are exactly what determine whether enterprise RAG projects reach production. Readers should watch how 3LO delegated permissions interact with document-level access controls at retrieval time — a common failure mode is agents surfacing content a given user shouldn't see — and whether the ServiceNow connector supports incremental crawls to stay current cost-effectively.