Configuring Care Team Operations for Healthcare IT

concept brazil Updated Sep 10, 2026 2 min read configuring-cto-it.md

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

Configuration overview

Install Care Team Operations for Healthcare IT

You can install the Care Team Operations for Healthcare IT application (sn_cto_hcit) if you have the admin role.
Assign roles to Care Team Operations for Healthcare IT users

Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.
Create healthcare organizations for your healthcare IT support teams

Create healthcare organizations to represent your fulfilling organizations for Healthcare IT cases.
Add members to your Healthcare IT support organization

Add members to your Healthcare IT support organization to provide visibility and access to Healthcare IT cases.
Create a group for all location support agents in Care Team Operations for Healthcare IT

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

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.
Set up assignment groups for Care Team Operations for Healthcare IT

Associate assignment groups with your healthcare organizations to ensure cases are assigned to the correct healthcare organizations.
Modify state decision tables in Care Team Operations for Healthcare IT

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

Note: This application includes a knowledge base article that defines which details the ServiceNow Otto case intake AI agent asks for when it creates a case. To change the intake questions, see Manage domain intelligence for AI agents.

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---
title: Configuring Care Team Operations for Healthcare IT
description: The following setup steps need to occur before using Care Team Operations for Healthcare IT.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/healthcare-life-sciences/configuring-cto-it.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Care Team Operations for Healthcare IT, Healthcare Operations, Healthcare and Life Sciences]
---

# Configuring Care Team Operations for Healthcare IT

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

## Configuration overview

1. [Install Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-activate.md)

You can install the Care Team Operations for Healthcare IT application \(sn\_cto\_hcit\) if you have the admin role.

2. [Assign roles to Care Team Operations for Healthcare IT users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-set-up-roles.md)

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

3. [Create healthcare organizations for your healthcare IT support teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-create-orgs.md)

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

4. [Add members to your Healthcare IT support organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-add-members-orgs.md)

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

5. [Create a group for all location support agents in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-create-support-agent-group.md)

Create a group for location support agents with the sn\_cto\_hcit.loc\_support\_agent assigned so that users added to this group inherits the collection of roles for Care Team Operations for Healthcare IT.

6. [Create a group for all location managers in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-create-manager-group.md)

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.

7. [Set up assignment groups for Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-assignment-groups.md)

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

8. [Modify state decision tables in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/cto-it-modify-decision-tables.md)

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

**Note:** This application includes a knowledge base article that defines which details the ServiceNow Otto case intake AI agent asks for when it creates a case. To change the intake questions, see [Manage domain intelligence for AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/healthcare-operations-core/hco-now-assist-manage-domain-intelligence.md).