Healthcare Locations (New or Moves)

[Jennifer Red]

I've been asked to find out how other healthcare organizations handle new locations or moving locations... not necessarily specific to ServiceNow itself. We have Epic as a system, and it seems that there is no set way with our IT Epic folks to create these in their side. Then, we're getting requests for locations be created within ServiceNow to match. How do you all communicate this across the board? Would it be something as simple as it being a catalog that would generate multiple tasks for Epic, etc.? I think the biggest challenge with that would be adoption. A lot of people are used to their current flow and altering that may be challenging, but I don't think that can be avoided if we go that route.

[Josh Pirozzi]

Hi @Jennifer Red,

We're experiencing a similar situation with our organization. We use FM Systems as our Location Services platform and went through a manual effort to export this location data points (Building / Floor in building / Room on floor in building) and add them into our Locations Table. Current use cases / setup are, on the Incident Form or Catalog Item, we reference the Location Table and limit the results based on which conditions are needed by having a 'Location Type' on each Location Entry. 

The team who manages FM doesn't keep the data up well, and we're typically notified on Location entry changes 6+ months after they take place which is where we've started conversations with the managing teams to see if they'll be able to either:

1. Provide a connector from FM to ServiceNow that runs weekly to keep the Location Table updated.
2. Grant that team access to the Location Table in ServiceNow and suggest a transition over to using ServiceNow natively. 

[Jennifer Red]

I understand that. We also have flags on our performance health from SN because of the various locations having the same rooms, floors, etc. But that's a different issue that we're trying to navigate.

[melanien]

ServiceNow Workplace Service Delivery (WSD) can be a powerful tool to streamline and automate the process of managing new locations or relocating existing ones within healthcare organizations.

Leveraging WSD to manage new or moved locations provides an end-to-end, automated, and integrated approach that aligns service requests across teams and tools like Epic. This can significantly improve accuracy, coordination, visibility, and ultimately adoption—addressing many of the challenges you’ve encountered.

 Here’s how leveraging WSD can address your current challenges:

1. Centralized Request Portal with Service Catalog

• WSD enables the creation of a user-friendly, centralized request catalog specifically for workplace-related services such as new site setups, office relocations, and facility expansions.
• Users can submit standardized requests capturing all necessary details upfront, improving data accuracy and completeness.

2. Automated Workflow Orchestration

• Requests submitted through WSD automatically trigger workflows that generate tasks across multiple teams (IT/Epic, facilities, security, network, etc.).
• Workflow can include task dependencies, approvals, and SLAs, ensuring timely progression through all required stages.
• Supports coordination among various groups without manual handoffs, reducing delays and errors.

3. Real-Time Status Tracking and Communication

• WSD provides stakeholders and requestors with transparent visibility into the status of their requests and sub-tasks.
• Automated notifications and reminders improve communication and prompt timely responses, addressing the issue of delayed replies.

4. Integration with Epic and Other Systems

• Via APIs and integration hubs, WSD workflows can trigger and track the creation or update of location records in Epic, ensuring synchronization between clinical and IT systems.
• Enables a unified approach to managing location data across enterprise toolsets.

5. Flexible and Scalable Configuration

• The platform allows configuration of complex scenarios such as moving multiple departments, phased moves, and multi-location projects within a consolidated request.
• Supports future expansion to incorporate additional services or systems as organizational needs evolve.

6. Adoption and Change Management Support

• WSD’s intuitive interface simplifies user experience, helping overcome resistance to new processes.
• The transparency and uptake of key performance metrics promote confidence in the new approach.