Service Catalog installed with Care Team Operations for Facilities

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Service Catalog installed with Care Team Operations for Facilities

    The Care Team Operations for Facilities service catalog is structured around facilities-related service categories commonly requested by clinicians. It focuses on managing the physical environment, building systems, and infrastructure within healthcare facilities to ensure safety, functionality, and compliance.

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    Service Categories

    • Emergency preparedness: Requests for emergency plan development, drills, and staff training.
    • Environmental/Facility Conditions: Repairs, maintenance, and inspections of building conditions.
    • Safety and Security: Installation and upkeep of surveillance, access control, and emergency response systems.
    • Utilities and building infrastructure: Maintenance of essential services like electricity, water, HVAC, and communications.
    • Structural integrity: Structural inspections and repairs ensuring building safety.

    Key Catalog Items and Their Practical Use

    • Temperature and Humidity Control: Manage temperature and humidity issues to maintain comfort and safety in clinical areas, addressing problems like excess humidity or malfunctioning dehumidifiers.
    • Ventilation and Air Quality: Address HVAC efficiency and indoor air quality concerns such as odors and filter maintenance to ensure a healthy environment.
    • Lighting and Noise: Resolve lighting deficiencies and control ambient noise to create suitable environments for patients and staff.
    • Water Supply and Plumbing: Handle water pressure, temperature inconsistencies, leaks, and drainage issues to ensure reliable water systems and prevent flooding.
    • Slip, Trip, and Fall Hazards: Improve floor and surface integrity, mitigating risks from cracks, warps, and moisture-related hazards.
    • Fire Safety and Evacuation Readiness: Maintain fire protection systems and keep evacuation pathways clear and properly marked.
    • Access Control: Ensure proper door and lock maintenance and secure physical barriers to control restricted area access.
    • Power Supply and Electrical Systems: Manage circuit overloads, breaker trips, and electrical fixture maintenance for reliable power systems.
    • Elevator Functionality: Maintain elevator mechanical reliability and safety features for secure hospital transport.
    • Building-Wide Systems: Oversee heating, cooling, compressed air, and vacuum systems to maintain consistent building operations.
    • Generators and Backup Power: Ensure reliable generator function and automatic transfer switch operation for power outages.
    • Physical Disaster Readiness: Implement weather protection and flood control measures to safeguard the facility against natural disasters.

    What This Enables ServiceNow Customers to Do

    ServiceNow customers can leverage this catalog to streamline facilities management requests, improve response times, and ensure compliance with safety and operational standards. The organized categories and detailed service items empower clinicians and facilities teams to precisely report issues and request services, enhancing overall facility safety, functionality, and disaster preparedness.

    By adopting this structured framework, organizations can systematically track and manage facilities-related incidents, promote proactive maintenance, and maintain a safe, comfortable environment for patients and staff.

    The Care Team Operations for Facilities service catalog is organized into a hierarchy of Facilities-related categories and subcategories that clinicians commonly report.

    This framework is specific to Facilities Management, focusing on the physical environment, building systems, and related infrastructure.

    Table 1. Service Categories
    Name Description
    Emergency preparedness Requests for developing and updating emergency plans, conducting drills, and training staff on emergency procedures.
    Environmental/Facility Conditions Requests for repairs, routine maintenance, and inspections to confirm the physical state of buildings and grounds meets standards.
    Safety and Security Requests for installation and maintenance of surveillance systems, access control systems, and emergency response planning.
    Utilities and building infrastructure Requests for maintenance and management of essential services such as electricity, water, HVAC systems, and communication networks.
    Structural integrity Requests for structural inspections, repairs, and maintenance to ensure the building remains safe and sound over time.
    Table 2. Catalog items
    Catalog Item/Service Definition Short Description Description
    Temperature and Humidity Control Report temperature and humidity-related issues.

    Manages temperature and humidity levels to confirm comfort and safety in various hospital areas, including operating rooms and patient rooms.

    Case categories:
    • Humidity Management - Excess humidity or condensation in sensitive areas. Dehumidifier or humidifier malfunctions.
    • Room Climate Issues - Operating rooms, patient rooms, and labs being too warm or cold. Heat distribution problems.
    Ventilation and Air Quality Report HVAC and air quality issues. Ensures efficient HVAC systems for proper air exchange and maintains indoor air quality by addressing odors and filter maintenance.
    Case categories:
    • HVAC System Efficiency - Inadequate air exchanges in patient-care areas. Inconsistent airflow or stagnant zones.
    • Indoor Air Quality Concerns - Persistent odors or musty smells indicating possible mold. Filter maintenance schedules not followed.
    Lighting and Noise Report lighting and ambient noise-related issues. Addresses lighting standards and controls ambient noise to maintain a suitable environment for patients and staff.
    Case categories:
    • Illumination Standards - Inadequate or flickering lights in clinical or public areas. Insufficient lighting in hallways or emergency exits
    • Ambient Noise Control- Loud HVAC systems, mechanical equipment, or ongoing construction. Acoustic issues in patient rooms.
    Water Supply and Plumbing Report water leaks, temperature, and pressure-related issues. Manages water pressure and temperature, repairs leaks, and drains to confirm reliable water supply and prevent flooding.
    Case categories:
    • Water Pressure and Temperature - Inconsistent hot water in patient showers or hand washing sinks. Sudden drops in water pressure.
    • Leaks and Drains - Dripping faucets, burst pipes, or water intrusion in ceilings/walls. Clogged drains causing localized flooding.
    Slip, Trip, and Fall Hazards Report floor and surface cracks, warps, and other moisture-related risks. Enhances floor and surface integrity to prevent accidents caused by cracked tiles, warped floorboards, and moisture-related risks.
    Case categories:
    • Floor and Surface Integrity - Cracked tiles, warped floorboards, loose carpeting. Uneven thresholds between rooms or corridors
    • Moisture-Related Risks - Water leaks leading to slippery floors. Condensation in high-humidity areas
    Fire Safety and Evacuation Readiness Report fire protection and evacuation pathway-related issues. Maintains fire protection systems and evacuation pathways to confirm readiness in case of emergencies.
    Case categories:
    • Fire Protection Systems - Non-functioning fire alarms, detectors, or sprinkler heads. Expired or missing fire extinguishers.
    • Evacuation Pathways - Blocked or improperly labeled fire exits. Damaged or missing directional signage.
    Access Control Report door, lock, and physical barrier-related issues. Ensures door and lock maintenance and secures physical barriers and perimeters to control access to restricted areas.
    Case categories:
    • Door and Lock Maintenance - Faulty door hardware (e.g., hinges, latches). Broken badge readers for restricted areas.
    • Physical Barriers and Perimeters - Gaps in fencing or perimeter walls. Unsecured windows or roof access points.
    Power Supply and Electrical Systems Report circuit overloads, breaker trips, and outlet-related issues. Manages circuit overloads, breaker trips, and maintains outlets and fixtures to confirm reliable electrical systems.
    Case categories:
    • Circuit Overloads / Breaker Trips - Repeated breaker trips indicating overloaded circuits; Faulty or outdated wiring posing fire hazards.
    • Outlets and Fixtures - Damaged or loose wall outlets. Malfunctioning light switches or corridor lighting panels.
    Elevator Functionality Report elevator reliability and safety related issues. Ensures mechanical reliability and safety features of elevators to provide secure and efficient transport within the hospital.
    Case categories:
    • Mechanical Reliability - Frequent malfunctions, doors jamming, or misalignments with floors. Overheating motors or delayed response times.
    • Safety Features - Emergency call buttons not functioning. Faulty or outdated braking systems.
    Building-Wide Systems Report heating, cooling, compressed air, and vacuum system-related issues Maintains heating, cooling, compressed air, and vacuum systems to confirm consistent and efficient building operations.
    Case categories:
    • Heating and Cooling (Boilers, Chillers) - Inconsistent hot water supply from boiler system. Chiller unit leaks or insufficient cooling capacity.
    • Compressed Air and Vacuum Systems - Poor line pressure affecting clinical utilities. Leaks or pressure fluctuations in piping.
    Generators and Backup Power Report issues related to generator and backup power system reliability. Ensures that generators and backup power systems are maintained and tested for reliability during power outages.
    Case categories:
    • Maintenance and Testing - Inconsistent testing schedules or poor maintenance logs. Fuel supply or battery issues preventing startup.
    • Transfer Switches - Slow or failed switchovers to backup power. Malfunctioning automatic transfer switches (ATS).
    Physical Disaster Readiness Implements weather-related protections and flood control measures to safeguard the hospital against natural disasters. Request weather-related protections.
    Case categories:
    • Weather-Related Protections - Roof, windows, and external structures not reinforced for storms. Unsecured building features (signage, awnings).
    • Flood and Water Intrusion Control - Inadequate sump pumps or drainage systems. Vulnerable basement or sub-level areas prone to flooding.