Healthcare and Life Sciences -- 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.
Healthcare and Life Sciences Service Management -- With the ServiceNow Healthcare and Life Sciences Service Management applications, streamline the patient and care team workflows with playbooks and case management.
Healthcare and Life Sciences Service Management Core -- With the ServiceNow Healthcare and Life Sciences Service Management Core application, deliver a seamless digital experience for your users and streamline healthcare operations with automated processes.
Explore -- Whether you're starting or expanding the implementation of the Healthcare and Life Sciences Service Management Core application, consider learning more about the data model and digital health capabilities including patient 360-degree view, consent management, and digital documentation available to address healthcare services.
Configure -- Set up the Healthcare and Life Sciences Service Management Core application to create different types of workflow for Healthcare and Life Sciences industry solutions.
Install -- You can install the Healthcare and Life Sciences Service Management Core application (sn_hcls) if you have the admin role. The application includes demo data Healthcare and Life Sciences Service Management Core and installs related ServiceNow Store applications and plugins if they are not already installed.
Assign roles -- Assign roles to control access to features, capabilities, and data in the Healthcare and Life Sciences Service Management Core application.
Setting up healthcare locations and healthcare organizations -- Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.
Create a healthcare organization -- Create a healthcare organization for use with Healthcare and Life Sciences Service Management Core.
Create a healthcare location -- Create healthcare locations to designate the locations in which your care teams operate.
Data model -- The Healthcare and Life Sciences Service Management Core application provides a data model that is used in the Healthcare and Life Sciences Service Management workflows.
Data model example -- The Healthcare and Life Sciences data model is vital in managing patient information.
Configure document templates -- Improve the patient experience by automatically identifying and assigning relevant healthcare documents including consent and privacy documents in a workflow that uses cases extending the healthcare case type.
Approve restricted caller access privileges -- Approve restricted caller access (RCA) privileges for accessing document templates from the Healthcare and Life Sciences Service Management applications.
RCA privilege for document templates -- Approve restricted caller access (RCA) privileges for accessing document templates from the Healthcare and Life Sciences Service Management applications.
Configure programs and program services -- You can configure the programs and the services within a program offered by healthcare organizations for patient or consumer enrollment.
Configure a program service -- Add a program service for use within the programs associated with the Healthcare and Life Sciences Service Management applications.
Configure a specification characteristic -- Add a program service for use within the programs associated with the Healthcare and Life Sciences Service Management applications.
Associate a program service with a program -- Add a program service for use within the programs associated with the Healthcare and Life Sciences Service Management applications.
Publish a program service -- Add a program service for use within the programs associated with the Healthcare and Life Sciences Service Management applications.
Configure a program -- Add a program for use within the Healthcare and Life Sciences Service Management applications.
Publish a program -- Add a program for use within the Healthcare and Life Sciences Service Management applications.
Configure dosage specifications -- You can enable a healthcare representative to enter the dosage for a medication product by configuring dosage specifications.
Dosage concepts -- You can increase the efficiency of healthcare representatives and reduce manual errors by configuring dosage specifications for a medication product associated with a program
Configure dosage characteristic -- Configure a characteristic for a dosage so that you can define the dosages for a medication product in Healthcare and Life Sciences workflows.
Configure dosage field mappings -- Use scripted extension points to decide which dosage characteristics are mapped to the fields on the Dosage details section of a Medication Prescription form.
Specify a to-do item for patients -- Add a to-do item that patients in your healthcare organization must complete as part of their healthcare activity.
Add a to-dos menu item to Service Portal -- Enable the to-dos menu item that uses the HCLS to dos (hcls-todo-list) widget for displaying to-do items on a service portal.
Configuring the Patient Portal -- Set up the Patient Portal available within the Healthcare and Life Sciences Service Management Core application to enable patients to access their healthcare information from the portal.
Configure privacy policy settings -- Configure the privacy policy settings to enable users to provide their privacy consent at the time of registration on the Patient Portal.
Configure the self-registration feature -- Enable or disable the self-registration feature on the Patient Portal by setting the value of the Enables self registration on Healthcare patient Portal property (sn_hcls.enable_self_registration).
Configure the knowledge base for articles -- You can configure the Healthcare and Life Sciences knowledge base that contains the knowledge articles available on the Patient Portal.
Configure the widgets -- The Patient Portal included within the Healthcare and Life Sciences Service Management Core application uses widgets to bring together healthcare data and information for the patient.
Set up the self-registration process -- You can manage the process of self-registration for your patients on the Patient Portal by using a service portal page.
Set up personal information submission process -- You can manage the process of submitting the personal information from your patients on the Patient Portal by using a record producer.
Configure virtual agent -- The predefined Healthcare and Life Sciences Virtual Agent chatbot conversation enables patients to view their healthcare request status.
Configure email notifications -- Configure the Healthcare and Life Sciences Service Management Core email notifications sent to patients about account registration with the Patient Portal.
Configure Redox as a source system for custom integration -- Enable a custom integration application to exchange data with an external Redox healthcare system by configuring the source and destination IDs of the healthcare system in your ServiceNow instance.
Set up B2B2C -- You can configure the Customer Service Management (CSM) data models to enable business-to-business-to-consumer (B2B2C). This model can be used to support employees of a business customer or end consumers of a business customer.
Install the Customer Data Models -- Install the Customer Data Models for B2B2C plugin to enable customer data models for B2B2C with Healthcare and Life Sciences Service Management Core.
Add account consumers -- Configure the account consumer related list to add account consumers for use with B2B2C.
Set up your Healthcare Workspace -- Set up Healthcare Workspace to enable healthcare agents to view patient information and manage healthcare-related cases.
Configure patient information -- You can configure the Patient information related list in Healthcare workspace used by healthcare agents.
Display patient information on a healthcare case -- Improve agent efficiency and the quality of patient interactions by enabling healthcare agents to view relevant patient information within a case that extends the healthcare case type.
Extend the healthcare case table -- Extend the Healthcare case [sn_hcls_case] table to create a case type for viewing patient information within healthcare-related cases.
Manage healthcare requests in Workspace -- As a healthcare agent, you can use Healthcare workspace to accept requests from patients via chat or a phone call and view patient-related information.
Respond to healthcare requests -- As a healthcare agent, you can respond to healthcare requests to resolve issues raised by a patient.
Associate a patient record with an interaction -- Look up for the patient information within an interaction, review and confirm the information, and then populate the information on the interaction to resolve a healthcare-related request.
View patient information -- With the 360-degree view of a patient in Workspace, you can access the patient details anytime for any healthcare services.
Case summarization using Now Assist -- Generate a case summary and quickly understand the case context by using the case summarization skill in Now Assist.
Use the Patient Portal -- You can use the Patient Portal available with the Healthcare and Life Sciences Service Management application to access your healthcare information from anywhere.
Register as a patient -- As a patient, you can create an account on a patient portal to avail your healthcare services online including scheduling your vaccinations.
Enter key personal information -- As a patient, after you have registered on your Patient Portal, you can provide your personal information to help organizations determine your healthcare services.
Reference -- Reference topics provide additional information about Healthcare and Life Sciences Service Management Core components, including tables.
Components installed -- Several types of components are installed with installation of the Healthcare and Life Sciences Service Management Core application, including user roles, tables, plugins, ServiceNow Store applications, and business rules.
Data model tables -- Tables installed with the Healthcare and Life Sciences Service Management Core application enable you to decide the data model, tasks, and product offerings for your Healthcare and Life Sciences workflows.
Allergy intolerance table -- The Allergy intolerance [sn_hcls_allergy] table stores the information about a clinical assessment of an allergy or intolerance; a propensity, or a potential risk to an individual, to have an adverse reaction on future exposure to the specified substance, or class of substance.
Appointment table -- The Appointment [sn_hcls_appointment] table stores the appointment booking details for a patient in your healthcare organization.
Appointment participant table -- The Appointment participant [sn_hcls_appointment_participant] table stores the participant details of an appointment including practitioners.
Attribute table -- The Attribute [sn_hcls_characteristic_attribute] table stores the characteristics options associated with a program or program service selected by a patient when submitting a healthcare request.
Book appointment table -- The Book appointment [sn_hcls_book_appt_task] table stores the task details for booking an appointment associated with a healthcare case or its extended case types.
Claim diagnosis table -- The Claim diagnosis table [sn_hcls_claim_diagnosis] stores diagnosis information for claims.
Claim header table -- The Claim header [sn_hcls_claim_header] table stores the details of the main claim submitted on behalf of a patient to a payer organization.
Claim line table -- The Claim line [sn_hcls_claim_line] table stores the details of the items pertaining to a claim header.
Condition table -- The Condition [sn_hcls_condition] table stores the information about a condition, problem, diagnosis, or other event, situation, issue, or clinical concept that has risen to a level of concern.
Dosage definition table -- The Dosage definition [sn_hcls_dosage_definition] table models the Dosage specification [sn_hcls_dosage_specification] table for use as a request definition parameter.
Dosage specification table -- The Dosage specification [sn_hcls_dosage_specification] table stores the information about medication product dosage associated with a program.
Dosage variable table -- The Dosage variable [sn_hcls_dosage_variable] table stores the variables configured for a dosage specification displayed on the Medication Prescription form of a Healthcare and Life Sciences Service Management application.
Encounter table -- The Encounter [sn_hcls_encounter] table stores the information about an interaction between a patient and healthcare providers for providing healthcare services or assessing the health status of a patient.
Enrolled Program table -- The Enrolled Program [sn_hcls_enrolled_program] table stores the programs that a patient has been enrolled into.
Enrolled Program Service table -- The Enrolled Program Service [sn_hcls_enrolled_program_service] table stores the program services provided to a patient as part of a program enrollment process.
Healthcare case table -- The Healthcare case [sn_hcls_case] table is an abstract table and is extendable that stores healthcare-related cases.
Healthcare code set table -- The Healthcare code set [sn_hcls_code_set] table stores the details of code sets available in your ServiceNow instance.
Healthcare location table -- The Healthcare Location [sn_hcls_location] table provides the ability to map common locations to Healthcare Organizations.
Healthcare organization table -- The Healthcare organization [sn_hcls_organization] table stores the details of a healthcare organization in your ServiceNow instance.
Healthcare Task table -- The Healthcare Task [sn_hcls_task] table is an abstract table and is extendable that stores the details of the task associated with a healthcare case or a patient in your healthcare organization.
Immunization table -- The Immunization [sn_hcls_immunization] table stores the information about an event of a patient being administered a vaccine or a record of an immunization as reported by a patient, a clinician, or another party.
Medication table -- The Medication [sn_hcls_medication] table stores the information about a medication for the purposes of prescribing, dispensing, and administering a medication as well as for making statements about medication use.
Medication Prescription table -- The Medication Prescription [sn_hcls_medication_prescription] table stores the information about prescriptions ordered for a patient.
Medical device install base item table -- The Medical device install base item [sn_hcls_medical_device_install_base_item] table stores the medical device details associated with a healthcare case or its extended case types.
Member plan table -- The Member Plan [sn_hcls_member_plan] table stores the details of a health insurance plan associated with a patient.
Observation table -- The Observation [sn_hcls_observation] table stores the information about measurements and simple assertions made about a patient.
Patient table -- The Patient [sn_hcls_patient] table stores the details of a patient in your healthcare organization.
Patient identifier table -- The Patient identifier [sn_hcls_patient_identifier] table stores the identification details of a patient.
Policy table -- The Policy [sn_hcls_policy] table stores the details of a policy shared with patients in the Healthcare and Life Sciences applications.
Policy consent table -- The Policy consent [sn_hcls_policy_consent] table stores the details of a consent accepted by a patient or a household member on behalf of the patient.
Practitioner table -- The Practitioner [sn_hcls_practitioner] table stores the details of a practitioner in your healthcare organization.
Practitioner location table -- The Practitioner location [sn_hcls_practitioner_facility] table stores the details of the location at which a practitioner provides healthcare services.
Practitioner location specialty table -- The Practitioner location specialty [sn_hcls_pract_location_specialty] table stores the details about types of services that a practitioner can provide for an organization at a specific location.
Practitioner specialty table -- The Practitioner specialty [sn_hcls_practitioner_specialty] table stores the association details of a specialty with a practitioner.
Pre-authorization diagnosis table -- The Pre-authorization diagnosis [sn_hcls_pre_auth_diagnosis] table stores diagnosis information pertaining to a pre-authorization for healthcare services.
Pre-authorization item table -- The Pre-authorization item [sn_hcls_pre_auth_item] table stores the details of items pertaining to a pre-authorization request for healthcare services.
Pre-authorization request table -- The Pre-authorization request [sn_hcls_pre_auth_header] table stores the authorization request details for a healthcare service provided by a payer organization.
Procedure table -- The Procedure [sn_hcls_procedure] table stores the information about an action that is or was performed on or for a patient. An action can be a physical intervention like an operation, or less invasive like long-term services, counseling, or hypnotherapy.
Program table -- The Program [sn_hcls_program] table stores the programs offered by healthcare organizations.
Program relationship table -- The Program relationship [sn_hcls_program_relationship] table stores the association details between a program and program service.
Program service table -- The Program service [sn_hcls_program_service] table stores the program services associated with a program.
Source system table -- The Source system [sn_hcls_source_system] table stores the source and destination IDs of an external healthcare system in your ServiceNow instance.
Update insurance information table -- The Update insurance information [hcls_insurance_info_task] table stores the task details for updating the insurance information of a patient in your healthcare organization.
Patient Portal widget library -- Widgets included with the Patient Portal enable you to customize their data and appearance or refer to them as a basic code sample when building your own widgets.
Appointment reminder card widget -- The Appointment reminder card widget displays the next appointment reminder for the logged-in user.
COVID-19 status widget -- The COVID-19 widget displays the status for the COVID-19 vaccination doses that logged-in user has either taken or self-reported and any COVID test results.
Faq widget -- The Faq widget displays a list of frequently asked questions (FAQ) articles for a patient.
Household widget -- The Household widget displays a list of household members that the logged in user is authorized representative for.
News and Articles widget -- The News and Articles widget displays a list of articles that are accessible to patients.
Open requests widget -- The Open requests widget displays a list of open requests including healthcare-related cases created for the patient.
Pending to-dos widget -- The Pending to-dos widget displays a list of to-do items assigned to a patient.
Vaccinations widget -- The Vaccinations widget displays a list of vaccines recommended for the logged-in user.
Healthcare organization form -- The Healthcare organization form includes the details of a healthcare organization.
Medication Prescription form -- The Medication Prescription form includes the details of the prescription ordered for a patient.
Policy form -- The Policy form includes the details of a privacy policy associated with a healthcare case.
Pre-authorization request form -- The Pre-authorization request form includes the details of the pre-authorization request provided by a payer for a patient.
Properties -- There are several advanced Healthcare and Life Sciences Service Management Core properties that you can configure for features used in Healthcare and Life Sciences applications.
Domain separation -- In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for Healthcare and Life Sciences Service Management Core. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Cryptographic modules -- Healthcare and Life Sciences Service Management Core contains the following cryptographic modules.
Encryption options -- Healthcare and Life Sciences Service Management Core provides encryption support to secure sensitive information.
Healthcare Case -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Healthcare Code Set -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Healthcare Task -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Healthcare Workspace -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Household Member -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
I -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Interaction -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
M -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Medication Prescription -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Member Plan -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
P -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Patient 360-Degree View -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Patient Portal -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Patient Self-Registration -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Patient Support Services -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Policy Consent -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Practitioner -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Pre-Authorization Request -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Pre-Visit Management -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Privacy Policy / Consent Management -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Program -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Program Service -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
R -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Redox Inbound Integration -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Remote Request Definition -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Remote Request Parameter -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Restricted Caller Access (RCA) -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
S -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Source System -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Specification Characteristic -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
T -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
To-Do Item -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
V -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
Vaccine Administration Management -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Service Management.
EMR Help -- With the ServiceNow EMR Help application, simplify and streamline the process to submit ServiceNow service requests related to an electronic medical record (EMR) system.
Explore -- Learn more about the available features offered by EMR Help to help create a seamless experience for your clinicians to raise requests from an external EMR system.
IT service request workflow scenario -- Use the EMR Help application to integrate a ServiceNow instance with an EMR system and resolve IT service requests submitted by clinicians.
Configure -- Set up the EMR Help application to address different types of clinician issues submitted from an EMR system.
Install -- You can install the EMR Help application (sn_ind_rmt_help) if you have the admin role. The application includes demo data.
Data model -- The EMR Help data model enables clinicians to submit service requests on your ServiceNow instance from an EMR system.
Configure the data table -- Review the data table associated with a request, such as the EMR Request Data [sn_ind_rmt_help_incident_data] table, and make sure that the table has columns to store each system variable that you're planning to fetch from an EMR system.
Set up the record producer -- Update the Healthcare Case record producer to point to your newly created table.
Set up the request definition -- Configure the HCLS Case request definition to support the newly created healthcare case type.
Set up the healthcare record page -- Configure the healthcare record page in Workspace to include your custom case type to display EMR session information.
IT service request fulfillment -- Manage ServiceNow IT service requests from your EMR system by using either a system support module or a dedicated service portal.
Create requests within your EMR system -- You can request service directly within the EMR system which automatically creates a service request in a ServiceNow instance
Submit IT service requests -- Report any issues with your EMR system by submitting ServiceNow IT service requests.
Create healthcare cases -- Use the EMR Help service portal to create healthcare cases from directly within you EMR system.
Virtual Agent in EMR Help -- Virtual Agent, ServiceNow’s conversational bot platform, is available when creating requests from the EMR Help portal.
Resolve EMR Help requests -- You can use a ServiceNow instance to resolve requests generated in the EMR Help service portal.
View and resolve IT service requests -- Work on task records that are automatically created when clinicians submit ServiceNow IT service requests from an EMR system.
View and resolve from Incident module -- Work on task records that are automatically created when clinicians submit ServiceNow IT service requests from an EMR system.
View and resolve from EMR Help -- Work on task records that are automatically created when clinicians submit ServiceNow IT service requests from an EMR system.
Resolve a case using Workspace -- Use Workspace in a ServiceNow instance to work on healthcare cases created from an EMR system.
Reference -- Reference topics provide additional information about EMR Help features.
Encryption options -- EMR Help provides encryption support to secure sensitive information.
Components installed -- Several types of components are installed with activation of the EMR Help application including tables, user roles, and plugins.
Data model tables -- Tables installed with the EMR Help application enable you to submit requests on your ServiceNow instance from an EMR System.
Remote request definition table -- The Remote Request Definition [sn_ind_rmt_help_request_defn] table stores the record producer and task type.
Remote request parameter table -- The Remote Request Parameter [sn_ind_rmt_help_request_param] table stores all parameters that can be used across all remote request definitions.
Remote request data table -- The Remote Request Data [sn_ind_rmt_help_request_data] table stores the captured parameter data associated with a task record.
EMR Request Data table -- The EMR Request Data [sn_ind_rmt_help_incident_data] table stores the captured parameter data associated with a task record.
Request configuration mapping table -- The Request configuration mapping [sn_ind_rmt_help_defn_param_data_map] table stores the association between the request parameter and the request definition.
Domain separation -- In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for EMR Help. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Patient Support Services -- With the ServiceNow Patient Support Services application, streamline the patient onboarding, education, and engagement for various patient support services such as discount plans, adherence programs, opioid, and diabetes management.
Explore -- Whether you're starting or expanding your implementation of the Patient Support Services application, consider learning more about features available to streamline the onboarding, education, and engagement processes for your patients.
Workflow scenario -- Use the Patient Support Services application for streamlining enrollment activities for a patient support service including patient onboarding and pre-authorization.
Configure -- Set up the Patient Support Services application to complete enrollment activities associated with a patient service program.
Install -- You can install the Patient Support Services application (sn_patientservice) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Assign roles -- Assign roles to control access to features, capabilities, and data in the Patient Support Services application.
Data model -- The Patient Support Services application provides a data model for use in the Patient Support Services workflow.
Approve restricted caller access privileges -- Approve restricted caller access (RCA) privileges for accessing document templates from the Patient Support Services application.
Configuring the enrollment request form -- You can configure an enrollment request form to enable patients or practitioners to enroll into Patient Support Services programs offered by a healthcare organization.
Configure a checklist for Patient Support Services -- Configure a checklist for a Patient Support Services program as an informal list of questions or tasks used as a reminder for the completion of an enrollment request.
Add a to-do menu to portal -- Enable the to-dos menu item on a patient portal to display to-do items for enrollment requests.
Configuring playbooks -- Configure a playbook to provide step-by-step guidance for resolving enrollment cases.
Configuring email notifications -- Configure the email notifications sent to patients about Patient Support Services programs.
Determine additional user profiles -- You can determine who can act as an agent connector or contributor for enrollment cases in the Patient Support Services application.
Set up enrollment creation process -- Set up the process for users with the contributor roles in CSM to create enrollment cases on a service portal.
Create enrollment cases -- Create enrollment cases for your patients from a service portal as a user with the contributor profile.
Manage enrollment requests -- As a care coordinator or a nurse educator, you can use Workspace to manage enrollment requests or training tasks, respectively.
View the landing page -- As a care coordinator, you can use the landing page of the Workspace to quickly scan and access enrollment cases.
View an enrollment case -- View an enrollment case in Workspace to complete patient enrollment activities for a patient support services program.
Life cycle of an enrollment case -- Enrollment cases within the Patient Support Services application can be in one of the several states as it progresses through the fulfillment cycle.
View patient information -- With the 360-degree view of a patient in Workspace, you can access the patient details anytime for completing enrollment cases.
Work on an enrollment case -- Use the playbook available with the Patient Support Services application to manage enrollment cases and complete requests for patient support services.
View enrollment training tasks -- As a nurse educator, you can use the home page of the Workspace to quickly scan and access training requests for an enrollment program.
View a training task -- View a training task in Workspace to complete enrollment activities for a patient support services program.
Manage a training task -- Manage the training support for a Patient Support Services program with training tasks and checklists.
Appointment booking workflow -- You can enable patients to book appointments for a training request within the Patient Support Services application by using the appointment booking feature.
Complete to-do items -- View and complete all to-do items assigned to you as a patient from the patient portal.
Book appointments -- Book an appointment as a patient for the training requests within a Patient Support Services program.
Reference -- Reference topics provide additional information about Patient Support Services components.
Components installed -- Several types of components are installed with installation of the Patient Support Services application, including tables, user roles, ServiceNow Store applications, and business rules.
Domain separation -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for Patient Support Services. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
ATF (Automated Test Framework) tests -- The following ATF tests are available in Patient Support Services as a part of the Patient Support Services Workspace ATF test suite.
Pre-Visit Management -- With the ServiceNow Pre-Visit Management application, streamline the scheduling process of procedure requests for patients and increase visibility to pre-authorization approvals prior to scheduled procedures.
Explore -- Whether you're starting or expanding your implementation of the Pre-Visit Management application, consider learning more about features available to streamline and digitize the scheduling of procedure requests for your patients.
Pre-Visit Management - Workflow scenario -- Use the Pre-Visit Management application for streamlining pre-visit activities for a procedure request including patient to-dos, approvals, pre-authorization, and scheduling.
Configure -- Set up the Pre-Visit Management application to complete pre-visit activities associated with a procedure.
Install -- 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.
Assign roles -- Assign roles to control access to features, capabilities, and data in the Pre-Visit Management application.
Approve restricted caller access privileges -- Approve restricted caller access (RCA) privileges for accessing document templates from the Pre-Visit Management application.
Determine procedure booking task -- Add users who can work on the appointment booking task for a procedure to the Procedure scheduler assignment group.
Send the procedure consent form -- 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.
Specifying to-do items -- Add a to-do item that patients must complete as part of their pre-visit planning.
Auto-generation of documents -- You can define the conditions for auto-generating documents for a procedure request.
Add to-dos to Patient Portal -- Enable the to-dos menu item that uses the HCLS to dos (hcls-todo-list) widget for displaying to-do items on a patient portal.
Set up procedure request process -- Set up the process for users with the contributor profile to create procedure request cases on a service portal.
Create procedure -- Create procedure request cases for your patients from a service portal as a user with the contributor profile.
Manage procedure requests -- As a patient service representative, you can use Workspace to manage and schedule procedure requests.
View procedure request cases -- As a patient service representative, you can use the landing page of the Workspace to quickly scan and access procedure request cases.
View patient information -- With the 360-degree view of a patient in Workspace, you can access the patient details anytime for completing procedure request cases.
Working on a procedure request case in Workspace -- Use the playbook available with the Pre-Visit Management application to manage procedure request cases and schedule a high value procedure for patients.
Complete to-do items -- View and complete all to-do items assigned to you as a patient from the patient portal.
Reference -- Reference topics provide additional information about Pre-Visit Management components.
Components installed -- 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.
Pre-Visit Management properties -- There are several advanced Pre-Visit Management properties that you can configure to schedule a pre-visit procedure for a patient.
Domain separation -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for Pre-Visit Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Vaccine Administration Management -- The ServiceNow Vaccine Administration Management application provides a workflow for users, healthcare providers, and clinicians to manage vaccinations for infectious diseases, such as COVID-19, from start to finish.
Explore -- The ServiceNow Vaccine Administration Management application provides a workflow for users, healthcare providers, and clinicians to manage vaccinations for infectious diseases, such as COVID-19, from start to finish.
Configure -- Complete all configuration tasks to ensure that Vaccine Administration Management is set up correctly for your organization.
Install -- Vaccine Administration Management (VAM) is available on the ServiceNow Store.
Create vaccine models -- Create a vaccine model to track and manage different vaccines under Vaccine Administration Management.
Configure advanced appointment scheduling for a center -- Configure advanced appointment scheduling for a center. Advanced appointment scheduling enables you to configure different vaccination schedules, weekly, daily, and more, and the capacity to meet the changing needs of different location centers and programs.
Advanced appointment scheduling configuration guidance -- Advanced appointment scheduling configuration enables administrators to configure appointment durations, daily schedule, holiday schedule, and so on. The configuration is used to identify the available slots as well as a location’s capacity for a given day. The configuration enables users to select appointment slots based on the parameters that you configure.
Configure vaccine appointment scheduling -- Appointments are automatically scheduled when users request a vaccination through the portal or when using mass booking. Define a schedule for the automatic appointment creation to follow, like creating appointments on specific days of the week or during specific time frames.
Multi-vaccine appointment bookings configuration -- Administer multi-vaccine appointment bookings based on auto-selection and manual selection of the vaccine method. You can select your preferred vaccine method based on the eligibility criteria, order of method selection, and inventory availability.
Book appointments for subsequent doses -- Define whether to enable booking for all doses of the vaccine, for both mass booking and self-service, or to enable booking for the first dose, with subsequent appointments booked after the first dose is administered.
Privacy policy settings -- Users are required to provide their privacy consent at the time of registration on the Vaccine Administration Management portal.
Customize vaccination notification emails -- Customize the vaccination notification emails that are sent to users about vaccination appointments. Using the customizations, you can keep users informed about activities, such as updates to vaccination booking appointments.
Mass book vaccine appointments -- Schedule appointments for multiple users at the same time instead of having users individually request appointments in the self-service portal.
Configure the patient portal -- Complete all configuration tasks to confirm that the Vaccine Administration Management (VAM) Patient Portal is set up correctly for the user.
Vaccine personal information -- You can set up the process for enabling users to submit their personal information for vaccines on the Patient Portal by using a record producer.
Preferred vaccination method -- You can configure the preferred vaccination method while scheduling a vaccination appointment.
Appointment scheduling -- You can configure advanced appointment scheduling for a vaccination center based on the available inventory.
Turn off automatic email notifications for mass booking -- Turn off automatic email notifications by first turning off the default notification for the appointment configuration, then turn off the corresponding business rule. By default, email notifications are automatically sent to users when the appointments are scheduled as part of mass booking.
Appointment reminders and questionnaires -- By default, appointment reminders aren’t sent to the user. To enable appointment reminders, you must configure the appointment reminder in the appointment configuration record. You can also configure the pre-appointment questionnaire for users.
Retry booking for skipped appointment records -- Book vaccination requests for skipped appointment records for users whose appointments were unsuccessful or skipped due to missing data.
Encrypt search fields to appear in search assist -- Encrypt search fields to search from a field other than the first name, last name, and phone fields. By encrypting search fields, you can configure them to appear in search assist.
Manage high number of concurrent bookings -- Manage multiple parallel queues to help process mass booking appointments run in a parallel mode. You can distribute the mass booking event processors to different nodes rather than keeping the load on a single node.
Manage concurrent vaccine events -- Manage multiple parallel queues to help process vaccine events run in a parallel mode. You can distribute the vaccine queue events process to different nodes rather than keeping the load on a single node.
Configure portal questionnaire text -- Configure the questionnaire text that is displayed in the user and clinician portals for Vaccine Administration Management.
Register for a vaccination program using Patient Portal -- As a user with the sn_vaccine_sm.user role, you can register for a vaccination program, provide your personal information, schedule and manage your vaccination appointments, provide health updates, and more, all from within a single, self-service portal.
Manage vaccination appointments using Clinician Portal -- As a user with the sn_vaccine_sm.clinician role, you can find vaccination appointments for users, view all of their upcoming appointments for a particular location, view, and work on a vaccination record, mark an appointment as a no-show, cancel an appointment, and more, all from within a single portal.
Vaccine Administration Management dashboard -- Use the Vaccine Administration Management dashboard to view vaccine appointments by day, week, and month. You can view scheduled, completed, and no-show appointments, as well as filter appointments by the vaccine center, date, method, and clinician.
Manage user appointments as a clinician or a vaccine agent -- Manage user appointments as a clinician or as a vaccine agent for creating consumer users, booking vaccination appointments, and choosing a desired slot. To manage user appointments better, some additional configurations are performed for the vaccine agent.
Search user records -- Search for a user record to check if the user record exists, before creating consumer users.
Create consumer users -- Clinicians and vaccine agents can create consumer records using the Vaccine Administration Management application.
Reschedule existing appointments -- Reschedule existing appointments and choose the preferred method, date, time slot, or vaccination center.
Reference -- Reference topics provide additional information about Vaccine Administration Management features.
Encryption options -- Vaccine Administration Management provides encryption support to secure sensitive information.
Virtual Agent conversations -- Virtual Agent conversations enable users to get help with the vaccination process.
System properties -- Vaccine Administration Management booking uses the following system properties. Users with the admin role can access the property settings by navigating to All Vaccine Administration Management Administration Properties .
Components installed -- Several types of components are installed with Vaccine Administration Management, including user roles and tables.
Data model -- The Vaccine Administration Management application provides a data model that is used in the vaccine administration workflows.
Domain separation -- Domain separation is supported for Vaccine Administration Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Integration -- Vaccine Administration Management is integrated with the ServiceNow Healthcare and Life Sciences Service Management Core application, enabling capabilities such as synchronization of some records across applications and services, and vaccination history that patient users can view.
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.
Explore -- 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.
Configure -- Link your Redox engine with your ServiceNow instance to retrieve information from a healthcare system that uses the Redox platform.
Install -- You can install the Redox Inbound Integration application (sn_redox) if you have the admin role.
Link your instance -- Create an OAuth application endpoint for the external Redox healthcare system to access your ServiceNow instance.
Set up a healthcare system as source -- 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 -- Create a user for the Redox Inbound Integration application to receive data from a Redox healthcare system.
Assign roles -- Assign roles to control access to features, capabilities, and data in the Redox Inbound Integration application.
Configure credentials to send requests -- You configure your ServiceNow instance credentials in the Redox engine for sending requests to a ServiceNow instance.
Exchange real-time healthcare data -- 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.
Reference -- Reference topics provide additional information about the supported data models and event types for Redox Inbound Integration.
Clinical Device Management -- ServiceNow Clinical Device Management streamlines the management of medical devices.
Healthcare Operations -- Streamline and optimize your care team operational tasks with the ServiceNow Healthcare Operations applications.
Healthcare Operations Core -- Healthcare Operations Core provides the foundation to enable hospitals to streamline and automate their operations.
Explore -- Learn how you can use the Healthcare Operations Core application to enable your care team to work together efficiently and effectively to deliver patient-centered care.
Healthcare Operations Case -- The Healthcare Operations Case [sn_hco_case] enables streamlined support for operational healthcare use cases.
Configure -- Set up the Healthcare Operations Core application.
Install -- You can install the Healthcare Operations Core application [sn_hco] if you have the admin role. The application includes demo data for Healthcare Operations Core and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Understand Service Model Foundation in Healthcare Operations -- Understand how the Service Model Foundation (SMF) tables relate to each other so that you configure cases, locations, and bulk imports correctly for Healthcare Operations Core.
Setting up roles and responsibilities -- To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.
Assign roles -- Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.
Assign responsibilities -- Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.
Create a group for team members -- Create a group for care team members with the sn_hco.care_team_member role assigned so that users added to this group will inherit the collection of roles for Healthcare Operations Core.
Create a group for team managers -- Create a group for care team managers with the sn_hco.care_team_manager role assigned so that users added to this group inherits the collection of roles for Healthcare Operations Core.
Setting up healthcare locations and healthcare organizations -- Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.
Create a healthcare organization -- Create a healthcare organization for use with Healthcare and Life Sciences Service Management Core.
Create a healthcare location -- Create healthcare locations to designate the locations in which your care teams operate.
Organizing your healthcare locations -- Your healthcare locations should be organized based on the physical layouts of the locations in which your care teams operate.
Configure properties to edit members -- A global system property must be configured to properly use the Edit Members functionality in Healthcare Operations Core.
Associate assignment groups -- Create assignment groups for your healthcare organizations to determine which user groups are associated with specific healthcare organizations.
Configure the abstract case type -- Extend the Healthcare Operations case [sn_hco_case] to create custom case types for use with Healthcare Operations Core and related plugins by creating a child table from the Healthcare Operations Core case type.
Reference -- Reference topics provide additional information about Care Team Operations components, including tables.
Data model -- Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.
Tables installed -- The Healthcare Operations Core Case enables streamlined support for operational healthcare use cases.
Components installed -- Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations plugin.
I -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Incident Auto-creation -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
R -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Record Producer -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Responsibility -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Role -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
S -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Service Model Foundation (SMF) -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
SMART on FHIR Authentication -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
State Synchronization -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
T -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Task Plan Template -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
V -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Virtual Agent -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
W -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Work Order -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Work Order Synchronization -- Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.
Care Team Mobile -- 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.
Explore -- 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 overview -- The Care Team Mobile landing page offers users a list of quick actions, recent updates on requests, and request tracking information.
Asset Scan in Care Team Mobile -- Scan tags on medical equipment and be redirected to the asset's record, where you can view its history, status, and associated cases.
Browse locations in Care Team Mobile -- Browse locations in Care Team Mobile to view healthcare locations and create support requests for specific locations as needed.
Activate Care Team Mobile -- 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.
Scan an asset -- Use Scan asset in Care Team Mobile to generate support requests by scanning bar codes attached to assets.
Browse locations -- Use Browse locations in Care Team Mobile to browse and create support requests for specific locations.
Care Team Portal -- 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.
Explore -- Learn how the Care Team Portal centralizes operational issue reporting for care teams and integrates with the support departments that resolve those issues.
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.
Configure -- Set up the Care Team Portal, including embedding it in Epic Hyperspace via Hyperdrive with SMART on FHIR authentication.
Embed Care Team Portal in Epic -- Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling SMART on FHIR authentication.
Copy Script Includes to Global Scope -- Copy the MultiSSO_OIDC_CTO and OAuthUtilEpic script includes to the global scope so they are available for later configuration steps.
In Epic: Build FHIR Authentication -- 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.
In Epic: Configure Epic Hyperspace Integration -- To launch ServiceNow from within Epic, a button needs to be added within Epic, which requires multiple integration records to be set up.
Navigate -- Use the Care Team Portal to create and track service requests, manage your teams, and review knowledge base articles.
Navigate the Care Team Portal -- Use the Care Team Portal to create and track service requests, manage your teams, and review knowledge base articles.
Track requests -- Track requests created by you or your team from directly within the Care Team Portal.
Manage your teams -- Manage your teams from directly within the Care Team Portal.
View your teams -- View your teams from directly within the Care Team Portal.
Add a team member -- Add a member to your team using the Care Team Portal.
Remove a member -- Remove a member from your team directly within the Care Team Portal.
View knowledge articles -- Review knowledge articles posted by your organization from directly within the Care Team Portal.
Create requests -- Use the Care Team Portal to create support requests for services from ancillary departments.
Care Team Operations for Biomed -- Care Team Operations for Biomed contains the case types to report and fulfill biomed issues.
Explore -- Learn how you can use the Care Team Operations for Biomed application to support your care team in resolving biomed issues quickly and efficiently.
Healthcare Biomed case -- Use the Healthcare Biomed case to create case types for biomed related healthcare operational requests.
Configure -- The following setup steps need to occur prior to using Care Team Operations for Biomed.
Install -- Install the Care Team Operations for Biomed application [sn_cto_biomed] if you have the admin role.
Set up work order synchronization -- The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.
Set up assignment groups -- Associate assignment groups within your healthcare biomed organizations so work orders can be fulfilled.
Setting up roles and responsibilities in 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.
Assign roles -- Confirm that the correct roles are assigned to users of Care Team Operations for Biomed.
Assign responsibilities -- Assign responsibilities to users in Care Team Operations for Biomed to dictate which specific records users are authorized to view or modify.
Create biomed support teams -- Create a healthcare organization to represent the fulfilling healthcare organization for healthcare biomed cases.
Add biomed support members -- Add members to your Biomed healthcare organization to provide visibility and access to Healthcare Biomed cases.
Create a group for all location support agents -- 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 group for all location managers -- 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.
Modify state decision tables -- Use Decision Builder to change the state mappings for cases and work orders in Care Team Operations for Biomed .
Add custom record producers -- Add custom record producers you have configured into service catalogs in Care Team Operations for Biomed.
Create service requests -- Use the Care Team Portal to report medical device issues or request other biomed support.
Report a medical device issue -- Report any issue with a medical device issue using the Report a medical device issue catalog item from the Care Team Operations portal.
Request other biomed service -- Request non-medical device issue biomed service using the Request other biomed service catalog item from the Care Team Portal.
Fulfill service requests -- Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.
Reference -- Reference topics provide additional information about Care Team Operations for Biomed components.
Data model -- Learn about the Care Team Operations for Biomed application by viewing the data model and role relationship diagrams.
Biomed case table -- The Care Team Operations for Biomed Case [sn_cto_biomed_case] enables streamlined support for operational healthcare IT use cases.
Components installed -- Several types of components such as tables, user roles, and business rules are installed when you install the Care Team Operations for Biomed plugin.
Care Team Operations for Environmental Services -- Care Team Operations for Environmental Services contains the case types to report and fulfill environmental services support issues in hospitals.
Explore -- Use the Care Team Operations for Environmental Services application to support your care team in resolving environmental support issues quickly and efficiently.
Healthcare EVS case -- Use the Healthcare EVS case [sn_cto_evs_case] to create case types for environmental service support requests.
Configure -- Set up the Care Team Operations for Environmental Services application.
Install -- Install the Care Team Operations for Environmental Services application [sn_cto_evs] if you have the admin role.
Set up work order synchronization -- The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.
Set up assignment groups -- Associate assignment groups with your healthcare organizations to determine which user groups are associated with specific healthcare organizations.
Setting up roles and responsibilities in Care Team Operations for Environmental Services -- 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.
Assign roles -- Assign the correct roles to users of Care Team Operations for Environmental Services.
Assign responsibilities -- Assign responsibilities to users in Care Team Operations for Environmental Services to dictate which specific records users are authorized to view or modify.
Create EVS support teams -- Create a healthcare organization to represent the fulfilling healthcare organization for environmental services cases.
Add EVS support members -- Add members to your Environmental Services support organization to provide visibility and access to healthcare environmental services cases.
Create a group for location support agents -- 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.
Create a group for location managers -- 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.
Modify state decision tables -- Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Environmental Services.
Add custom record producers -- Add custom record producers that you have configured into service catalogs in Care Team Operations for Environmental Services.
Create service requests -- Use Care Team Operations for Environmental Services to report environmental services issues using Care Team Portal.
Fulfill support requests -- Healthcare EVS cases can be fulfilled one of two ways, depending on what plugin you have installed.
Reference -- Reference topics provide additional information about Care Team Operations for Environmental Services components.
Tables installed -- The Healthcare EVS Case [sn_cto_evs_case] enables streamlined support for environmental services support use cases.
Components installed -- 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.
Service Catalog installed -- 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.
Care Team Operations for Facilities -- Care Team Operations for Facilities contains the case types to report and fulfill facilities support issues in hospitals.
Explore -- Use the Care Team Operations for Facilities application to resolve facilities issues related to maintenance or repair cases quickly and efficiently.
Healthcare Facilities case -- Use the Healthcare Facilities case [sn_cto_facilities_case] to create case types for facilities support requests.
Configure -- Set up the Care Team Operations for Facilities application.
Install -- Install the Care Team Operations for Facilities application [sn_cto_facilities] if you have the admin role.
Set up work order synchronization -- The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.
Set up assignment groups -- Associate assignment groups within your healthcare facilities organizations so work orders can be fulfilled.
Setting up roles and responsibilities in Care Team Operations for Facilities -- 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.
Set up roles -- Confirm that the appropriate roles are assigned to users of Care Team Operations for Facilities.
Assign responsibilities -- Assign responsibilities to users in Care Team Operations for Facilities to dictate which specific records users are authorized to view or modify.
Create facilities support teams -- Create a healthcare organization to represent the fulfilling healthcare organization for facilities cases.
Add facilities support members -- Add members to your Care Team Operations for Facilities support organization to provide visibility and access to healthcare facilities cases.
Create a group for location support agents -- 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.
Create a group for location managers -- 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.
Modify state decision tables -- Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Facilities.
Add custom record producers -- Add custom record producers that you've configured into service catalogs in Care Team Operations for Facilities.
Create service requests -- Use Care Team Operations for Facilities to report Facilities issues using Care Team Portal.
Fulfill support requests -- Healthcare Facilities cases can be fulfilled one of two ways, depending on what plugin you have installed.
Reference -- Reference topics provide additional information about Care Team Operations for Facilities components.
Components installed -- Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations for Facilities plugin.
Tables installed -- The Healthcare Facilities Case [sn_cto_facilities_case] enables streamlined support for facilities management use cases.
Service Catalog installed -- The Care Team Operations for Facilities service catalog is organized into a hierarchy of Facilities-related categories and subcategories that clinicians commonly report.
Explore -- 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.
Healthcare IT case overview -- Use the Healthcare IT case to create case types for IT-related healthcare operational requests.
Configure -- The following setup steps need to occur before using Care Team Operations for Healthcare IT.
Install -- Install the Care Team Operations for Healthcare IT application [sn_cto_hcit] if you have the admin role.
Assign roles -- Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.
Assign responsibilities -- Assign responsibilities to users in Care Team Operations for Healthcare IT to dictate which specific records users are authorized to view or modify.
Create healthcare IT support teams -- Create healthcare organizations to represent your fulfilling organizations for Healthcare IT cases.
Add members to your support team -- 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 -- 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.
Create a group for all location managers -- 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 -- Associate assignment groups with your healthcare organizations to ensure cases are assigned to the correct healthcare organizations.
Modify state decision tables -- Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.
Add custom record producers -- Add custom record producers you have configured into service catalogs in Care Team Operations for Healthcare IT.
Create service requests -- Use the Care Team Portal to report EMR or other IT issues to support teams for fulfillment.
Report an EMR issue -- Report any issue with your EMR system using the Report an EMR issue catalog item from the Care Team Operations portal.
Request other IT service -- Request IT service for non-EMR issues using the Request other IT service catalog item from the Care Team Portal.
Fulfill service requests -- Incidents created from Healthcare IT cases are resolved using standard IT Service Management incident management functionality in the Service Operations workspace.
Reference -- Reference topics provide additional information about Care Team Operations for Healthcare IT components.
Data model -- Learn about the Care Team Operations for Healthcare IT application by viewing the data model and role relationship diagrams.
Healthcare IT case table -- The Care Team Operations for Healthcare IT Case [sn_cto_hcit_case] enables streamlined support for operational healthcare IT use cases.
Components installed -- Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations plugin.
Care Team Work Management -- Care Team Work Management streamlines operational task creation, assignment, and tracking for care team internal operations.
Explore -- 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.
Care team cases and tasks -- 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.
Healthcare orchestration cases and tasks -- Healthcare orchestration cases and healthcare orchestration tasks are created to manage cross‑unit oversight and coordination.
Smart assessments -- 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 — so that results can be reviewed, compared, and reported on across a unit, an organization, or an entire hospital.
Configure -- Set up the Care Team Work Management application.
Activate -- Activate the Care Team Work Management [com.sn_cto] application.
Setting up roles and responsibilities -- 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.
Assign roles to care teams -- Set up your care team agents and care team agent managers with the correct roles so care team cases and care team tasks can be fulfilled.
Assign operational leader roles -- 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 -- Assign responsibilities to users in Care Team Work Management to dictate which specific records users are authorized to view or modify.
Create a group for Care Team Agents -- 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 Agent Managers -- 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 -- 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.
Setting up healthcare locations and healthcare organizations -- Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.
Create a healthcare organization -- Create a healthcare organization for use with Healthcare and Life Sciences Service Management Core.
Create a healthcare location -- Create healthcare locations to designate the locations in which your care teams operate.
Organizing your healthcare locations -- Your healthcare locations should be organized based on the physical layouts of the locations in which your care teams operate.
Create assignment groups -- Associate assignment groups within your care team units so care team cases and tasks can be fulfilled.
Configure properties to edit members -- A global system property must be configured to properly use the Edit Members functionality in Healthcare Operations Core.
Understand task plan templates -- Understand how task plan templates can be leveraged from Customer Service Management in Care Team Work Management.
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.
Plan details stage -- Complete the Plan details playbook stage in the Operational rounding playbook.
Orchestration case stage -- Complete the Orchestration case playbook stage in the Operational rounding playbook.
Orchestration task stage -- Complete the Orchestration task playbook stage in the Operational rounding playbook.
Care team case stage -- Complete the Care team case playbook stage in the Operational rounding playbook.
Care team task stage -- Complete the Care team task playbook stage in the Operational rounding playbook.
Assigned organizations stage -- Complete the Assigned organizations playbook stage in the Operational rounding playbook.
Schedule stage -- Complete the Schedule playbook stage in the Operational rounding playbook.
Plan summary stage -- Review then publish the task plan template created using the Operational rounding playbook.
Track care team task plans -- Once you’ve published a task plan, you can track progress of all healthcare orchestration cases and tasks from within the Healthcare Workspace.
Fulfill task plans -- Fulfill the cases and task generated from care team task plans.
Reference -- Reference topics provide additional information about Care Team Work Management components.
Roles -- The following roles are installed with Care Team Work Management.
Tables -- The following tables are installed with Care Team Work Management.
Data model -- The following diagram shows the tables and their relationships within Care Team Work Management.
Healthcare Integrations -- Connect ServiceNow Healthcare and Life Sciences with external clinical systems. Two integration approaches are available — a standards-based HL7 FHIR integration and a message-based HL7 v2.x native integration — so you can choose the approach that matches your source system and data needs.
EMR Provider Directory Sync -- The EMR Provider Directory Sync imports HL7 FHIR R4 Organization, Location, Practitioner, and PractitionerRole resources from a FHIR server into the ServiceNow Healthcare Operations data model on a configurable schedule, keeping organizations, business locations, practitioners, and care-team memberships in sync without manual maintenance.
What the EMR Provider Directory Sync does -- The EMR Provider Directory Sync imports provider-directory data from a FHIR R4 server into the Healthcare Operations data model on a schedule, so that organizations, locations, practitioners, and care-team memberships stay current without manual maintenance.
How the FHIR sync works -- 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.
Prerequisites for the FHIR integration -- 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.
Activate the FHIR sync schedule -- Activate the FHIR Sync — Daily scheduled job so that the EMR Provider Directory Sync imports FHIR provider-directory data on a recurring schedule.
Change the sync schedule -- Adjust how often the EMR Provider Directory Sync imports data by editing the FHIR Sync — Daily scheduled job directly.
Configure the organization classification decision table -- 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.
Run the initial load -- 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.
Monitor and troubleshoot FHIR sync runs -- Review the FHIR Sync Log to confirm that sync runs complete, see how many records each run processed and skipped, and trace skipped records and failures to their cause.
Components installed with the EMR Provider Directory Sync -- Several types of components are installed with the EMR Provider Directory Sync, including a user role, a sync log table, a scheduled job, flows, a business rule, flow actions, and a decision table.
FHIR Sync Log fields -- 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.
FHIR-to-HCLS field mappings -- 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.
HL7 v2.x Integration -- 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.
How HL7 integration works in ServiceNow -- HL7 v2.x messages flow through four stages in ServiceNow: reception and acknowledgment, message logging, parsing, and workflow execution.
HL7 message log -- The HL7 message log stores every inbound HL7 v2.x message received by ServiceNow, along with its ACK response, extracted metadata, and processing status.
Parser configurations -- Parser configurations define which HL7 segments and fields ServiceNow extracts from a received message and the output path where each value is written in the message log's parsed data.
Connect your integration engine to ServiceNow -- Configure your integration engine to POST HL7 v2.x messages to the ServiceNow HL7 endpoint so that messages are received, logged, and acknowledged automatically.
Clone and customize a parser configuration -- Clone a demo parser configuration to create a customizable copy that you can modify for hospital-specific field variations and relabeling.
Test a parser configuration with a sample payload -- 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.
View and filter the HL7 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.
Investigate failed HL7 messages -- Identify and diagnose inbound HL7 messages that resulted in an application error (AE), application rejection (AR), or failed processing status.
Components installed with HL7 v2.x Integration -- 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 message log fields -- Field reference for the HL7 Message Log table (sn_hl7_v2_message_log).
Parser configuration fields -- Field reference for the parser configuration, parser segment, and field map tables that define how the HL7 parser engine extracts message data.
HL7 ACK codes -- ServiceNow returns one of three HL7 acknowledgment codes in the MSA segment of every ACK response, indicating whether the message was accepted, rejected at the application level, or resulted in an error.
HL7 FHIR Spoke -- 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.
Now Assist for Care Team Operations -- Use the ServiceNowNow Assist for Care Team Operations application to create support requests in Care Team Mobile or Care Team Portal.
Explore -- Use ServiceNowNow Assist for Care Team Operations to create support requests for service departments conversationally through Virtual Agent on Care Team Mobile or Care Team Portal or via phone using Voice AI agent capabilities.
Configure -- You must first configure the Now Assist for Care Team Operations application so that care teams can use the agentic AI capabilities in Care Team Mobile or Care Team Portal.
Install -- Install the Now Assist for Care Team Operations application [sn_cto_now_assist].
Activate Now Assist in Virtual Agent -- Activate Virtual Agent and set it to discoverable to enable case intake within the Request care team assistance agentic workflow.
Activate AI assistant -- Enable AI Assistant functionality in the Care Team Portal to provide intelligent assistance and support for healthcare workflows.
Enable AI Search -- Enable AI search so that users can start the case intake process from the search menu in Care Team Portal.
Enable the Now Assist icon in mobile -- Set up the Now Assist icon within Care Team Mobile so you can leverage the Request care team assistance agentic workflow in Care Team Mobile.
Promote Now Assist in Virtual Agent -- The Request care team assistance agentic workflow can be promoted in Assistant Designer to show when using Now Assist in Virtual Agent.
Create chat launcher button -- Create a prominent action button that launches Now Assist chat or voice in the Care Team Mobile app.
Assign the launcher to assistant -- After creating the chat launcher button, assign it to your Now Assist chat and voice assistants in Assistant Designer.
Manage domain intelligence for AI agents -- When you install Now Assist for Care Team Operations, a knowledge base article is added that lets agents in the Request care team assistance agentic workflow create different Care Team Operations cases.
Using Agentic AI in Now Assist for Care Team Operations -- Use the Now Assist for Care Team Operations AI agents within the Request care team assistance agentic workflow to create support requests using the conversational abilities of Now Assist in Virtual Agent directly within Care Team Mobile or Care Team Portal.
Request care team assistance agentic workflow -- Initiate a structured case intake process. Collecti all necessary information to create and log a support case for proper tracking and resolution by using the Request care team assistance agentic workflow in Now Assist for Virtual Agent.