ServiceNow and Epic - Integration/Suggestions/Lessons Learned

[Ashish Pagare]

Dear All,

We are about to embark on Epic implementation at our organization. We have been using ServiceNow for quite a while and it is ingrained in our DNA, but Epic is completely new to all of us. 

I am seeking advice from other Healthcare IT professionals who have integrated the ServiceNow platform with Epic and interested in learning about what lessons, suggestions, and warnings they would like to offer us as we begin Epic implementation.

I have read through various posts and learned about integrating Epic Help with SN, managing Epic platform, applications, modules, etc. within SN, and storing device-printer mapping in SN to name few topics that seem to be of interest.

Just one example where we are already leveraging SN for Epic implementation is "to track various locations (departments) and assets in our SN platform that will later be imported into Epic".

Thanks in advance,

Ashish

[Paul Glenn]

Ashish,

We are on a similar journey.  We go-live with Epic in June.  We heard from several organizations about the Help Button.  For the past few months, we've been working with SN and INRY to develop a scoped solution for the button using a record producer.  Once we showed it to our leadership, they started asking about more immediate help for the actual go-live.  Our service desk took that to heart and developed a chat function around the button.  

Now when a provider presses the button, we are capturing the parameters from Epic via a URL, asking the providers a few questions that were in our record producer, and then either create an incident or let the provider stay on for help.  If they want to stay online for a member of our Clinical Service Desk team, we will Team Viewer to connect to the workstation.

We are standing up APM right now and will start tying the Epic modules in with Application Services, Business services, etc. to help get a complete view of things in our CMDB.  

I'm looking forward to seeing more ideas posted here.

[Ashish Pagare]

Thank you for sharing your experience, Paul! The Chat feature along with record producer is such an innovative way to ensure the right support is provided to the providers. I am adding this to my backlog 🙂

I have been reading about tying Epic modules to APM and I have already discussed this with our ServiceNow team.

I am wondering if you are leveraging the assets in ServiceNow to populate the DEP (Departments), LWS (Workstations), EPR (Printer Device) and any other master files in Epic. We have started some groundwork to at least document all the Epic-specific assets within SN that need to be part of these master INI files in Epic. Thanks again!!!

[Paul Glenn]

We will get there with the assets.  Most, if not all, have been mapped as part of the go-live.  We will be taking those spreadsheets and importing them into the CMDB to make sure we have things correct.

[Paul Glenn]

We will get there with the assets.  Most, if not all, have been mapped as part of the go-live.  We will be taking those spreadsheets and importing them into the CMDB to make sure we have things correct.