Healthcare and Life Sciences Service Management Core release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read
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    Summary of Healthcare and Life Sciences Service Management Core Release Notes

    The Washington DC release of the ServiceNow® Healthcare and Life Sciences Service Management Core application introduces enhancements aimed at streamlining healthcare operations through automation. Key improvements include better EMR Help capabilities, improved data alignment, and automated case summarization with generative AI functionalities.

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    Key Features

    • EMR Help Enhancements: Requesters can now create additional HCLS cases more efficiently.
    • Automated Case Summarization: Utilize the Now Assist feature to generate case summaries based on selected fields for quick context understanding.
    • Data Model Updates: Tables have been restructured for better tracking of internal and external items, with several tables now extending the Install Base Item instead of the Healthcare Sold Product.

    Key Changes for Upgrading

    During the upgrade, several tables will transition to new parent tables to support broader use cases. Notable changes include:

    • The Healthcare Sold Product table is deprecated, with data migrated to the Install Base Item table.
    • Standalone tables have been established for Healthcare Organization, Healthcare Location, and Practitioner Location.
    • Changes in data migration ensure existing functionality remains intact, but expect longer upgrade times if handling a large volume of records.

    Activation Information

    To activate the Healthcare and Life Sciences Service Management Core, request it via the ServiceNow Store. Refer to the store for additional applications and information on submission requests.

    The ServiceNow® Healthcare and Life Sciences Service Management Core application streamlines healthcare operations with automated processes. Healthcare and Life Sciences Service Management Core was enhanced and updated in the Washington DC release.

    Healthcare and Life Sciences Service Management Core highlights for the Washington DC release

    • Utilize the enhanced EMR Help application capabilities for requesters to create HCLS (Healthcare and Life Sciences) cases.
    • Use improved data alignment within the Healthcare and Life Sciences data model.
    • Leverage automated case summarization using the generative AI capabilities of Now Assist.

    See Exploring Healthcare and Life Sciences Service Management Core for more information.

    Important:
    Healthcare and Life Sciences Service Management Core is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Healthcare and Life Sciences Service Management Core to Washington DC

    During the upgrade to Washington DC, the Healthcare sold product [sn_hcls_sold_product] parent table changes to Install base item [sn_install_base_item] for the following tables:
    • Member Plan [sn_hcls_member_plan]
    • Medication [sn_hcls_medication]
    • Immunization [sn_hcls_immunization]
    • Enrolled Program [sn_hcls_enrolled_program]
    • Enrolled Program Service [sn_hcls_enrolled_program_service]
    In addition, the following tables have had their parent tables removed and are standalone tables:
    • Healthcare Organization[sn_hcls_organization]
    • Healthcare Location[sn_hcls_location]
    • Practitioner Location[sn_hcls_practitioner_facility]
    This reparenting enables customers to use the organizations and location tables for a broader set of use cases.
    Existing data is migrated in the following manner so that existing functionality isn’t impacted:
    1. Reference of location field in sn_hcls_immunization updated to use cmn_location.
    2. All data is moved from Healthcare Sold Product to Install Base Item tables.
    3. Rows in the affected Install Base Item are populated based on the source_task value from the Healthcare Sold Product.
    4. The state of sn_hcls_enrolled_program and sn_hcls_enrolled_program_service are copied from hcls_state.
    5. All data moves to the standalone tables of Healthcare Organization, Healthcare Location, and Practitioner Location.
      1. The script creates records in the Business Location table for existing records in the Healthcare Organization table to form a 1:1 reference.
      2. Records that refer to a service organization are updated with a reference to the appropriate business location.
      3. Any practitioner who has a record in the practitioner location will have a record created in the Service Organization Member table with the appropriate business location.
      4. Records that contain healthcare location data will contain the parent service organization of that healthcare location.
    Note:
    You may experience a longer time for the upgrade to complete if your upgraded instance has a large number of records.

    New in the Washington DC release

    Case summarization using Now Assist
    Generate a summary from the fields that you select on a case record to quickly understand the case context by using case summarization within Workspace.

    Changed in this release

    EMR Help enhanced for HCLS case creation
    The EMR Help application has been enhanced to provide requesters with the capability to create additional HCLS cases. For more information on the EMR Help application, see Exploring EMR Help .
    Data model further aligned with Customer Service Management (CSM)

    The following updates have been made to the data model to take advantage of the core CSM install base item capabilities to track internal and external items:

    • The following tables now extend Install Base Item instead of Healthcare sold product:
      • Member Plan [sn_hcls_member_plan]
      • Medication [sn_hcls_medication]
      • Immunization [sn_hcls_immunization]
      • Enrolled Program [sn_hcls_enrolled_program]
      • Enrolled Program Service [sn_hcls_enrolled_program_service]
    • This update impacts the following columns:
      • The hcls_state field under table Enrolled Program and Enrolled Program Service tables has been deprecated and the state field from the Install Base table is used going forward. Data is moved from hcls_state field to state field.
      • The parent column now refers to the parent install base item to ensure that proper parent-child relation is maintained.
      • The source_task column under the Enrolled Program and Enrolled Program Service tables is now tracked using the affected install base item m:m table.
    Healthcare locations and organizations realigned for multi-industry cases
    • The Healthcare Organization [sn_hcls_organization] table is now a standalone table and no longer extends Service Organization.
      • In some cases, custom tables might have a reference to a Company/Service Organization that can contain the value of a healthcare organization. In scenarios where custom columns refer to Service Organization and have Healthcare Organization data, reach out to Now Support for the migration script.
      • Parent field now refers to Healthcare organization.
    • Healthcare Location [sn_hcls_location] table is now a standalone table and no longer extends Service Organization.
      • Healthcare Cases, Install Base records, and Sold Product records can no longer be created for Healthcare Locations. For existing records of these types, the Healthcare Location value is replaced by the service organization value of the associated Healthcare Organization as a Healthcare location is always associated with a Healthcare Organization.
      • Service_organization_parent field data has been cloned to the parent location field. Parent location is used going forward.
      • Parent field data has been cloned to the organization field. Organization is used going forward.
    • Practitioner Location [sn_hcls_practitioner_facility] table is a standalone table and no longer extends Service Organization Member.
      • In instances where a mapping exists between a healthcare location and a practitioner, the mapping is updated to be between the healthcare organization (of the associated healthcare location) and that practitioner because Healthcare Location is now a standalone table and no longer extends the Business Location table.
      • Service_organization field data has been cloned to location field. Location is used going forward.

    Removed in this release

    • The Consumable Model [cmdb_consumable_product_model] table has been removed from the data model.

    Deprecations

    • The Healthcare Sold Product [sn_hcls_sold_product] table has been deprecated.

    • The Payer Plan [sn_hcls_payer_plan] table has been deprecated. Where this table was previously used, the Medical Insurance Model table [sn_ent_medical_insurance_model] is used going forward.

    • The Medication Product Model [sn_hcls_medication_product] table has been deprecated. Where this table was previously used, the Medication Model [sn_ent_medication_model] table is used going forward.
    • The Vaccine Product [sn_hcls_vaccine_product] table has been deprecated. Where this table was previously used, the Vaccination Model [sn_ent_vaccination_model] table is used going forward.

      For all deprecated tables, existing customer data is moved to the new tables when the upgrade occurs. Codeset records of type Medication code and Form code will be copied from the HCLS codeset to ENT model classification. Records in the new tables refer to codeset type records in the ENT model classification table.

    Activation information

    Install Healthcare and Life Sciences Service Management Core by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Related ServiceNow applications and features

    Customer Service Management
    The ServiceNow® Customer Service Management (CSM) application provides to foundation for the Healthcare and Life Sciences Service Management Core application. You can leverage the entire functionality of the ServiceNow® Customer Service Management (CSM) application within Healthcare and Life Sciences Service Management Core.