🚀 We're excited to announce the General Availability (GA) of Healthcare Operations (HCO) 🐨 Australia Release Q1'26. 🚀
For every hour a clinician spends with a patient, nearly as much time is lost to administrative work: coordinating care teams, resolving equipment problems, tracking requests across siloed systems, and much more.
The root cause isn’t that healthcare is inherently complex, but that most organizations run on a patchwork of disconnected tools accumulated over years of purchasing one-off solutions. Phone calls, hallway conversations, emails, and spreadsheets still govern critical processes.
The result: unclear ownership, communication breakdowns at shift changes, unnecessary friction, and clinicians spending enormous amounts of time toggling between disconnected systems. Adding AI on top of this fragmented foundation doesn’t solve the problem -- it only exposes it. And LLMs alone can’t fix this issue because they don’t enforce governance, connect systems of record, or complete enterprise workflows on their own. Healthcare needs a unified platform that addresses the structural challenge.
Executive Summary
ServiceNow Healthcare Operations is built on a different premise. We don't automate care. We automate what gets in the way of it. By embedding a shared operational system of record directly into the EMR, the Australia release connects care teams to Biomed, Facilities, EVS, and IT on one platform — where AI agents triage, route, and track every request automatically, so clinicians never have to chase updates or switch systems.
Healthcare Operations supports care teams directly by:
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Intelligently routing and tracking requests across departments, so clinicians never have to chase updates or switch systems.
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Expediting task creation via automated assignment with AI agents, centralized collaboration, and audit-ready records captured as work happens.
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Providing unified visibility so support teams can accelerate resolution and minimize operational slowdowns.
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Enabling proactive oversight by managing operational rounds and capturing critical information that helps leaders identify patterns and trigger actions across the hospital.
What's included in this release:
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Care Team Operations — A single workspace for operational tasks alongside patient care. Requests are intelligently categorized and routed so the right team gets the right information without anyone having to chase it down.
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Care Team Work Management — Task creation, assignment, and tracking in one place. Audit-ready records. Clear ownership. Always an answer to who has it and when it was resolved.
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Operational Rounding Playbook — Standardizes rounding tasks across every shift with a structured playbook. Missed checks get caught before they become problems. Documentation happens automatically — no clipboards, no gaps, no compliance risk.
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Unified Request View — Support teams see every incoming request in a single view with real-time status. Nothing falls through the cracks between departments or shift changes.
When care teams aren't chasing work orders, navigating disconnected systems, or waiting on callbacks, they're where they need to be — with patients. And when leadership needs answers, they're there too. Every request tracked. Every handoff documented. Audit-ready by default. That's the point.
Ready to dig in? Read the full Australia release notes.
Attending K26? Make sure to register for our product roadmap.
Which update are you most excited to put to work? Drop a comment below.
