Healthcare and Life Sciences

Set up the Care Team Mobile application.

Discover how to use the Care Team Mobile application to create requests for care team support departments from the convenience of your mobile device.

Care Team Mobile enables care teams to create and view shared support requests for IT, Biomed, Facilities, and Environmental Services departments while on the go.

Reference topics provide additional information about Care Team Mobile features.

Care Team Operations for Biomed contains the case types to report and fulfill biomed issues.

Set up the Care Team Portal, including embedding it in Epic Hyperspace via Hyperdrive with SMART on FHIR authentication.

Learn how the Care Team Portal centralizes operational issue reporting for care teams and integrates with the support departments that resolve those issues.

The Care Team Portal centralizes operational issue reporting for care teams, allowing them to create and track requests for IT, Biomed, Facilities, and Environmental Services support without leaving their clinical workflow.

Use the Care Team Portal to create and track service requests, manage your teams, and review knowledge base articles.

ServiceNow Clinical Device Management streamlines the management of medical devices.

Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling SMART on FHIR authentication.

For the Care Team Portal to successfully launch in Hyperspace via Hyperdrive, the portal must be configured to work within an iFrame.

The following setup steps need to occur prior to using Care Team Operations for Biomed.

The following setup steps need to occur before using Care Team Operations for Healthcare IT.

Use the Care Team Portal to create an environmental services support request.

Set up an Identity Provider in your ServiceNow instance to enable OIDC for Healthcare Operations Core.

Install the Care Team Operations for Biomed application [sn_cto_biomed] if you have the admin role.

Add custom record producers you have configured into service catalogs in Care Team Operations for Biomed.

Add members to your Biomed healthcare organization to provide visibility and access to Healthcare Biomed cases.

Assign responsibilities to users in Care Team Operations for Biomed to dictate which specific records users are authorized to view or modify.

The Care Team Operations for Biomed Case [sn_cto_biomed_case] enables streamlined support for operational healthcare IT use cases.

Several types of components such as tables, user roles, and business rules are installed when you install the Care Team Operations for Biomed plugin.

Create a group for location managers with the sn_customerservice.svc_location_manager role assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Biomed.

Create a group for location support agents with the sn_cto_biomed.loc_support_agent role assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Biomed.

Create a healthcare organization to represent the fulfilling healthcare organization for healthcare biomed cases.

Learn about the  Care Team Operations for Biomed  application by viewing the data model and role relationship diagrams.

Use Decision Builder to change the state mappings for cases and work orders in Care Team Operations for Biomed .

The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.

Reference topics provide additional information about Care Team Operations for Biomed components.

Associate assignment groups within your healthcare biomed organizations so work orders can be fulfilled.

Confirm that the correct roles are assigned to users of Care Team Operations for Biomed.

To manage access effectively in Care Team Operations for Biomed, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.

To cancel a submitted request in Care Team Mobile, simply locate the request and select Cancel case from the action menu.

Install the Care Team Operations for Environmental Services application [sn_cto_evs] if you have the admin role.

Add custom record producers that you have configured into service catalogs in Care Team Operations for Environmental Services.

Add members to your Environmental Services support organization to provide visibility and access to healthcare environmental services cases.

Assign responsibilities to users in Care Team Operations for Environmental Services to dictate which specific records users are authorized to view or modify.

Assign the correct roles to users of Care Team Operations for Environmental Services.

Associate assignment groups with your healthcare organizations to determine which user groups are associated with specific healthcare organizations.

Use the Healthcare EVS case [sn_cto_evs_case] to create case types for environmental service support requests.

Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations for Environmental Services plugin.

Set up the Care Team Operations for Environmental Services application.

Create a group for location managers with the sn_customerservice.svc_location_manager assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Environmental Services.

Create a group for location support agents with the sn_cto_evs.loc_support_agent role assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Environmental Services.

Use Care Team Operations for Environmental Services to report environmental services issues using Care Team Portal.

Create a healthcare organization to represent the fulfilling healthcare organization for environmental services cases.

The Healthcare EVS Case [sn_cto_evs_case] enables streamlined support for environmental services support use cases.

Use the Care Team Operations for Environmental Services application to support your care team in resolving environmental support issues quickly and efficiently.

Healthcare Facilities cases can be fulfilled one of two ways, depending on what plugin you have installed.

Care Team Operations for Environmental Services contains the case types to report and fulfill environmental services support issues in hospitals.

Reference topics provide additional information about Care Team Operations for Environmental Services components.

The Care Team Operations for Environmental Services service catalog is organized into a hierarchy of EVS-related categories and subcategories that care teams commonly report.

To manage access effectively in Care Team Operations for Environmental Services, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.

The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.

Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Environmental Services.

Install the Care Team Operations for Facilities application [sn_cto_facilities] if you have the admin role.

Add custom record producers that you've configured into service catalogs in Care Team Operations for Facilities.

Add members to your Care Team Operations for Facilities support organization to provide visibility and access to healthcare facilities cases.

Assign responsibilities to users in Care Team Operations for Facilities to dictate which specific records users are authorized to view or modify.

Confirm that the appropriate roles are assigned to users of Care Team Operations for Facilities.

Associate assignment groups within your healthcare facilities organizations so work orders can be fulfilled.

Use the Healthcare Facilities case [sn_cto_facilities_case] to create case types for facilities support requests.

Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations for Facilities plugin.

Set up the Care Team Operations for Facilities application.

Create a group for location managers with the sn_customerservice.svc_location_manager role assigned so that users added to this group inherits the collection of roles for Care Team Operations for Facilities.

Create a group for location support agents with the sn_cto_facilities.loc_support_agent role assigned so that users added to this group inherits the collection of roles for Care Team Operations for Facilities.

Use the Care Team Portal to create a facilities support request.

Use Care Team Operations for Facilities to report Facilities issues using Care Team Portal.

Create a healthcare organization to represent the fulfilling healthcare organization for facilities cases.

The Healthcare Facilities Case [sn_cto_facilities_case] enables streamlined support for environmental services support use cases.

Use the Care Team Operations for Facilities application to resolve facilities issues related to maintenance or repair cases quickly and efficiently.

The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.

Healthcare Facilities cases can be fulfilled one of two ways, depending on what plugin you have installed.

Care Team Operations for Facilities contains the case types to report and fulfill facilities support issues in hospitals.

Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Facilities.

Reference topics provide additional information about Care Team Operations for Facilities components.

The Care Team Operations for Facilities service catalog is organized into a hierarchy of Facilities-related categories and subcategories that clinicians commonly report.

Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.

Assign responsibilities to users in Care Team Operations for Healthcare IT to dictate which specific records users are authorized to view or modify.

Install the Care Team Operations for Healthcare IT application [sn_cto_hcit] if you have the admin role.

Add members to your Healthcare IT support organization to provide visibility and access to Healthcare IT cases.

Add custom record producers you have configured into service catalogs in Care Team Operations for Healthcare IT.

Associate assignment groups with your healthcare organizations to ensure cases are assigned to the correct healthcare organizations.

Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations plugin.

Create a group for location managers with the sn_customerservice.svc_location_manager assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Healthcare IT.

Create healthcare organizations to represent your fulfilling organizations for Healthcare IT cases.

Create a group for location support agents with the sn_cto_hcit.loc_support_agent role assigned so that users added to this group inherits the collection of roles for Care Team Operations for Healthcare IT.

The Care Team Operations for Healthcare IT Case [sn_cto_hcit_case] enables streamlined support for operational healthcare IT use cases.

Learn about the  Care Team Operations for Healthcare IT  application by viewing the data model and role relationship diagrams.

Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.

Reference topics provide additional information about Care Team Operations for Healthcare IT components.

Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.

Apply the user criteria records provided with Care Team Operations to Field Service Management Mobile quick-action icons so that each care team role sees only the icons relevant to its work.

Scan tags on medical equipment and be redirected to the asset's record, where you can view its history, status, and associated cases.

Assign an unassigned care team case to an assignment group and a member of that group so that the right person picks up the work.

Assign an unassigned care team task to an assignment group and a member of that group in one step, directly from your mobile device.

User access for Care Team Mobile is granted when you have been assigned the sn_hco.care_team_member role.

Browse locations in Care Team Mobile to view healthcare locations and create support requests for specific locations as needed.

View, update, and complete your assigned care team tasks, including any attached smart assessments, on the mobile device that you already use in the field.

Create a care team case request from your mobile device so that the work is defined, prioritized, and routed to the right care team.

Use Scan asset in Care Team Mobile to generate support requests by scanning bar codes attached to assets.

Use Browse locations in Care Team Mobile to browse and create support requests for specific locations.

Use Care Team Mobile to create requests for supporting departments directly from your mobile device.

Use Create a request in Care Team Mobile to create a support request directly from your mobile device.

Update the details of a care team case from your mobile device so that the case stays accurate as the work progresses.

Update the details of a care team task from your mobile device so that you can keep work current without returning to a desktop.

Push notifications for Care Team Mobile must be enabled manually.

Activate the Care Team Mobile plugin [com.sn_cto_mobile] if you have the admin role. This plugin includes demo data and activates related plugins if they aren’t already active.

Browse and view relevant knowledge articles directly within Care Team Mobile.

Create care team case requests, set assignment, edit case and task details, and complete care team tasks directly from your mobile device.

The Care Team Mobile landing page offers users a list of quick actions, recent updates on requests, and request tracking information.

Use Track requests in Care Team Mobile to track all requests submitted by you or your team.

Care Team Operations applications include user criteria records, one for each support role, that you can apply to Field Service Management Mobile quick-action icons to control which icons each role sees.

Activate the Care Team Work Management [com.sn_cto] application.

Assign your operational leaders the correct roles so that they can leverage the Operational Rounding playbook to create task plan templates for care teams.

Assign responsibilities to users in Care Team Work Management to dictate which specific records users are authorized to view or modify.

Care team cases group related operational work for a care team, while care team tasks represent the individual, actionable steps that users complete to fulfill that work.

Several types of components are installed when you activate Care Team Work Management, including script includes, UI actions, and flows.

Set up the Care Team Work Management application.

Associate assignment groups within your care team units so care team cases and tasks can be fulfilled.

Create a group for care team agents with the sn_cto.care_team_agent role assigned so that users added to this group will inherit the collection of roles needed for care team agents.

Create a group for care team agents with the sn_cto.care_team_agent_manager and wm.dispatch roles assigned so that users added to this group will inherit the collection of roles needed for care team managers.

Create a group for operational leaders with the sn_cto.care_team_agent_manager and wm.dispatch roles assigned so that users added to this group will inherit the collection of roles needed for care team managers.

Create a new task plan using the Operational rounding playbook.

Complete the Care teams playbook stage in the Care team activities playbook.

Complete the Care team case playbook stage in the Care team activities playbook.

Complete the Care team task playbook stage in the Care team activities playbook.

Create a new task plan using the Care team activities playbook.

Complete the Plan details form shown when you create a task plan using the Care team activities playbook.

Review then publish the task plan template created using the Care team activities playbook.

Use the Care Team Activities Playbook to help your care teams can manage recurring operational tasks across units.

Complete the Schedule playbook stage in the Care team activities playbook.

The Care team activities playbook guides plan authors through building recurring, unit-level task plans directly within Care Team Work Management.

The following diagram shows the tables and their relationships within Care Team Work Management.

Care Team Work Management provides a structured way for hospitals to design, coordinate, and execute operational work across care teams. By standardizing how work is defined, assigned, and completed, it reduces administrative overhead, gives clinicians more time for patient care, and improves operational reliability and regulatory readiness.

Fulfill the care team cases and tasks created from task plans.

Fulfill the healthcare operations orchestration cases and tasks created from task plans.

Fulfill the cases and task generated from care team task plans.

Healthcare orchestration cases and healthcare orchestration tasks are created to manage cross‑unit oversight and coordination.

Care Team Work Management uses the same healthcare organization and healthcare location model as Healthcare Operations Core.

Care Team Work Management streamlines operational task creation, assignment, and tracking for care team internal operations.

Complete the Assigned organizations playbook stage in the Operational rounding playbook.

Complete the Care team case playbook stage in the Operational rounding playbook.

Complete the Care team task playbook stage in the Operational rounding playbook.

Complete the Orchestration task playbook stage in the Operational rounding playbook.

Complete the Orchestration case playbook stage in the Operational rounding playbook.

Complete the Plan details playbook stage in the Operational rounding playbook.

Complete the Schedule playbook stage in the Operational rounding playbook.

A purpose‑built Operational Rounding Playbook guides plan authoring across multiple apps in a single flow—from plan details, healthcare orchestration case/task setup, and affected organization selection to scheduling and publish.

Review then publish the task plan template created using the Operational rounding playbook.

Reference topics provide additional information about Care Team Work Management components.

The following roles are installed with Care Team Work Management.

Confirm that the appropriate roles are assigned to users of Care Team Work Management.

Smart assessments are structured, repeatable questionnaires that care team agents complete as part of a care team task. They capture standardized evidence — such as room inspections, equipment checks, or readiness surveys. Results can be reviewed, compared, and reported on across a unit, an organization, or an entire hospital.

The following tables are installed with Care Team Work Management.

Understand how task plans are designed and executed using Care Team Work Management.

Understand how task plan templates can be leveraged from Customer Service Management in Care Team Work Management.

Once you’ve published a task plan, you can track progress of all healthcare orchestration cases and tasks from within the Healthcare Workspace.

To manage access effectively in Care Team Work Management, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.

The Operational rounding playbook guides leaders through building structured rounding plans from directly within the Healthcare Operations workspace.

Learn how you can use the Care Team Operations for Biomed application to support your care team in resolving biomed issues quickly and efficiently.

Learn how you can use the Care Team Operations for Healthcare IT application to support your care team in resolving IT issues quickly and efficiently.

Incidents created from Healthcare IT cases are resolved using standard IT Service Management incident management functionality in the Service Operations workspace.

Use the Healthcare IT case to create case types for IT-related healthcare operational requests.

Add a member to your team using the Care Team Portal.

Use the Healthcare Biomed case to create case types for biomed related healthcare operational requests.

Report any issue with a medical device issue using the Report a medical device issue catalog item from the Care Team Operations portal.

Request non-medical device issue biomed service using the Request other biomed service catalog item from the Care Team Portal.

Use the Care Team Portal to create requests for supporting service departments and maintain visibility into all requests created by you or your team.

Use the Care Team Portal to create support requests for services from ancillary departments.

Ensure that Multiple Provider SSO is enabled and configured correctly for Care Team Portal to authenticate with Epic Hyperspace via Hyperdrive.

Care Team Operations for Healthcare IT contains the case types to report and fulfill healthcare IT issues.

Report any issue with your EMR system using the Report an EMR issue catalog item from the Care Team Operations portal.

Request IT service for non-EMR issues using the Request other IT service catalog item from the Care Team Portal.

Manage your teams from directly within the Care Team Portal.

Remove a member from your team directly within the Care Team Portal.

Track requests created by you or your team from directly within the Care Team Portal.

Review knowledge articles posted by your organization from directly within the Care Team Portal.

View your teams from directly within the Care Team Portal.

Leverage your digital healthcare platform with the ServiceNow Healthcare and Life Sciences products and create better end-to-end experiences for patients, providers, and staff.

The following ATF tests are available in Patient Support Services as a part of the Patient Support Services Workspace ATF test suite.

Link your Redox engine with your ServiceNow instance to retrieve information from a healthcare system that uses the Redox platform.

Reference topics provide additional information about the supported data models and event types for Redox Inbound Integration.

With the ServiceNow Redox Inbound Integration application, use the real-time bidirectional data exchange with external healthcare systems via the Redox platform​.

Assign roles to control access to features, capabilities, and data in the Redox Inbound Integration application.

You configure your ServiceNow instance credentials in the Redox engine for sending requests to a ServiceNow instance.

Enable the Redox Inbound Integration application to receive data from the external Redox healthcare system by configuring the source and destination IDs of the system in your ServiceNow instance.

Create a user for the Redox Inbound Integration application to receive data from a Redox healthcare system.

Whether you're starting or expanding the implementation of the Redox Inbound Integration application, consider learning more about the app used for integration with a healthcare system via the Redox platform.

You can install the Redox Inbound Integration application (sn_redox) if you have the admin role.

Create an OAuth application endpoint for the external Redox healthcare system to access your ServiceNow instance.

In the Redox engine, a request is determined by the event type and workflow set up for your integration.

Use the Redox Inbound Integration application to easily exchange real-time data between different healthcare systems. Exchange data without depending on how individual healthcare systems store and transmit healthcare data.​

Set up your FHIR app with the correct configurations to allow single sign-on for EPIC users to access the Care Team Portal inside EPIC Hyperspace via Hyperdrive.

To launch ServiceNow from within Epic, a button needs to be added within Epic, which requires multiple integration records to be set up.

Copy the MultiSSO_OIDC_CTO and OAuthUtilEpic script includes to the global scope so they are available for later configuration steps.

To manage access effectively in Care Team Operations for Facilities, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.

Activate the FHIR Sync — Daily scheduled job so that the EMR Provider Directory Sync imports FHIR provider-directory data on a recurring schedule.

Edit the decision table that classifies imported FHIR Organizations as internal or external business locations, so that the classification matches how your organization defines internal and external entities.

Adjust how often the EMR Provider Directory Sync imports data by editing the FHIR Sync — Daily scheduled job directly.

EMR Provider Directory Sync does not support domain separation.

For each of the four FHIR R4 resources, the Healthcare Operations HL7 FHIR Integration maps FHIR fields to Healthcare Operations target tables and upserts records — matching the primary HCLS record on the FHIR resource ID (stored as an external identifier) and related records on their natural keys.

A scheduled job runs an orchestration subflow that imports the four FHIR resources in dependency order, upserts each into the Healthcare Operations data model — matching primary records on the FHIR resource ID — and records the outcome in the FHIR Sync Log.

Several types of components are installed with the EMR Provider Directory Sync. These include a user role, a sync log table, a scheduled job, flows, a business rule, flow actions, and a decision table.

The EMR Provider Directory Sync imports HL7 FHIR R4 resources from a FHIR server into the ServiceNow Healthcare Operations data model on a configurable schedule.

Review the FHIR Sync Log to confirm that sync runs complete and see how many records each run processed or skipped. Trace skipped records and failures to their cause.

The EMR Provider Directory Sync imports provider-directory data from a FHIR R4 server into the Healthcare Operations data model on a schedule. Organizations, locations, practitioners, and care-team memberships stay current without manual maintenance.

Before you activate the EMR Provider Directory Sync, confirm that its dependent applications are installed and that the HL7 FHIR Spoke connection to your FHIR server is configured.

Run the FHIR import on demand to perform the first full load of Organization, Location, Practitioner, and PractitionerRole data into the Healthcare Operations data model.

The HL7 FHIR Spoke is an Integration Hub action pack that gives Workflow Studio authors read-only access to HL7 FHIR R4 provider-directory resources. The EMR Provider Directory Sync builds on this spoke to import provider data into the Healthcare Operations data model.

The FHIR Sync Log table (sn_hco_intg_fhir_sync_log) records one row per resource type per sync run. Use these fields to monitor sync health and trace skipped or failed records.

To be determined.

Enable AI search so that users can start the case intake process from the search menu in Care Team Portal.

The Request care team assistance agentic workflow can be promoted in Assistant Designer to show when using the Care Team Operations AI Chat Assistant.

Update the variable values in existing record producers to capture tokenized data from Epic.

Connect ServiceNow Healthcare and Life Sciences with external clinical systems. Two integration approaches are available: standards-based HL7 FHIR and message-based HL7 v2.x native integration. Choose the approach that matches your source system and data needs.

Streamline and optimize your care team operational tasks with the ServiceNow Healthcare Operations applications.

ServiceNow returns one of three HL7 acknowledgment codes in the MSA segment of every ACK response. The code indicates whether the message was accepted, rejected at the application level, or resulted in an error.

Configure your integration engine to POST HL7 v2.x messages to the ServiceNow HL7 endpoint so that messages are received, logged, and acknowledged automatically.

HL7 v2.x Integration does not support domain separation.

Identify and diagnose inbound HL7 messages that resulted in an application error (AE), application rejection (AR), or failed processing status.

Several types of components are installed with activation of the HL7 v2.x Native Integration plugin, including tables, user roles, and Flow Designer actions.

HL7 v2.x messages flow through four stages in ServiceNow: reception and acknowledgment, message logging, parsing, and workflow execution.

HL7 v2.x Integration enables ServiceNow to receive, log, parse, and act on HL7 v2.x messages sent by hospital integration engines, without requiring custom scripting on either side.

The HL7 message log stores every inbound HL7 v2.x message received by ServiceNow, along with its ACK response, extracted metadata, and processing status.

Field reference for the HL7 Message Log table (sn_hl7_v2_message_log).

Use the HL7 message log to review inbound messages, inspect raw message content and ACK responses, and filter by status, message type, or sending facility.

Run a parser configuration against a sample HL7 v2.x message to confirm that it extracts the segments and fields you expect before you use it in a workflow. The parsed values appear on the configuration's field maps.

Clone a demo parser configuration to create a customizable copy that you can modify for hospital-specific field variations and relabeling.

Field reference for the parser configuration, parser segment, and field map tables that define how the HL7 parser engine extracts message data.

Parser configurations define which HL7 segments and fields ServiceNow extracts from a received message. Each value is written to an output path in the message log's parsed data.

You can install the Pre-Visit Management application (sn_previsit) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Use the ServiceNow Otto for Care Team Operations application to create support requests in Care Team Mobile or Care Team Portal.

Approve restricted caller access (RCA) privileges for accessing document templates from the Pre-Visit Management application.

Assign roles to control access to features, capabilities, and data in the Pre-Visit Management application.

Manage appointments in the Pre-Visit Management application to confirm and schedule a procedure for a patient.

Set up the process for users with the contributor profile to create procedure request cases on a service portal.

View and complete all to-do items assigned to you as a patient from the patient portal.

Several types of components are installed with installation of the Pre-Visit Management application, including tables, user roles, ServiceNow Store applications, scheduled jobs, and business rules.

Set up the Pre-Visit Management application to complete pre-visit activities associated with a procedure.

You can define the conditions for auto-generating documents for a procedure request.

Configure the Pre-Visit Management email notifications sent to patients about pre-visit activities for procedure requests.

Configure a playbook to provide step-by-step guidance for resolving procedure request cases.

Configure the Pre-Visit Management application to when to send the procedure consent document for review and signature to a patient before the procedure appointment date.