Getting started with IT Service Management

Moraph resells, implements and runs ServiceNow for health systems, with service management workflows built for clinical engineering as well as IT. When an MRI scanner, infusion pump or nurse call system goes down, the request reaches the right biomedical team with the equipment, location and clinical impact attached, and downtime, repairs and maintenance are recorded against the device. Moraph configures and operates the platform; your IT and clinical engineering teams do the work and make the decisions.

What it is for

Hospital IT and clinical engineering often work from separate tools, or clinical engineering works from email, phone calls and spreadsheets. A unit reporting that the MRI in Room 4 is down may call the IT help desk, which has no record of the scanner, its vendor or its service contract. Preventive maintenance, recalls and repair history sit in a different system from the network and security information that connected devices now need. When surveyors or the safety committee ask for equipment downtime, maintenance completion or the history of a device, the evidence has to be pieced together.

• Reports of broken clinical equipment arrive by phone or email without the device, location or clinical impact
• IT and clinical engineering track connected medical devices in different places
• Maintenance, repair and recall history is hard to produce for surveyors and committees
• The ServiceNow instance, where one exists, was configured for corporate IT and is not maintained for clinical work

Who uses it

• Health systems and hospitals that use or are selecting ServiceNow
• Clinical engineering and biomedical equipment leaders
• Hospital IT service desk and operations managers
• Environment of care, facilities and safety committee members
• CIOs who want one service platform for IT and clinical technology

Before you start

• Your organization uses IT Service Management as a managed platform from Moraph, under an agreement that covers it.
• Licences for ServiceNow, bought through Moraph or under your own agreement with the vendor.
• A Moraph account in your organization for each person who works with Moraph on the service.
• Named technical and security contacts, recorded in the Moraph Portal.

Steps to get started

1. Agree the scope of the managed service for IT Service Management with Moraph, including which environments and teams it covers.

2. Name your administrators, technical contact and security contact in the Moraph Portal under People and access.

3. Review the configuration baseline Moraph proposes for your regulations, and record any changes you need.

4. Confirm how users will sign in, through your identity provider where the platform supports it.

5. Agree the pilot group and the cut-over plan with your Moraph delivery lead.

Where to go next

• Onboard IT Service Management
• Everyday tasks
• Connect your systems
• Security, data and compliance
• Troubleshooting and the support guide
• Product overview on moraph.com