---
sourceDocument: Brazil Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/healthcare-life-sciences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Healthcare and Life Sciences Operations glossary

# Healthcare and Life Sciences Operations glossary {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 17 minutes to read  
Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.

## A {#ariaid-title2}

Glossary terms are grouped alphabetically.

### Asset Tag Scanning {#ariaid-title3}

A Care Team Mobile feature that allows care team members to scan QR codes or barcodes on medical equipment to retrieve the asset record, view its history and status, and create associated support requests.

For example, a
nurse scans the barcode on an infusion pump using Care Team Mobile and sees its maintenance history before submitting a new repair request.

### Assignment Group {#ariaid-title4}

A group of users associated with a healthcare organization that determines which agents are responsible for fulfilling cases or work orders for that organization. Multiple assignment groups can be linked to a single organization.

For example, the Biomed Dispatcher assignment group is associated with the Biomed Support organization so that device repair work orders are routed to the correct agents.

## B {#ariaid-title5}

Glossary terms are grouped alphabetically.

### Business Location {#ariaid-title6}

A service organization record that is automatically created when a healthcare organization is created. A bidirectional reference exists between the healthcare organization and its business location, linking the HCLS data model to CSM service management structures.

For example, when the "Cardiology Department" healthcare organization is created, an associated internal business location with the same name is auto-generated.

## C {#ariaid-title7}

Glossary terms are grouped alphabetically.

### Care Team Manager {#ariaid-title8}

A user role that inherits all Care Team Member permissions and additionally allows the user to add or remove members within their healthcare organizations. Role name: sn_hco.care_team_manager

For example, a unit manager uses
the Care Team Portal to add a newly hired nurse to the ICU team and assign them the Team Member responsibility.

### Care Team Member {#ariaid-title9}

A user role (sn_hco.care_team_member) that grants access to create and view Healthcare Operations cases. Members must also be associated with a healthcare organization and assigned responsibilities to access specific records.

For example, a registered nurse is added to the HCO Team Members group and then associated with the Cardiology Unit organization as a Care Team Member.  
To learn more, see:

* [Setting up roles and responsibilities for Healthcare Operations users](https://www.servicenow.com/docs/4yodsNi~HgS3ubBy66Fsfw "To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.")
* [Assign roles to Healthcare Operations Core users](https://www.servicenow.com/docs/GLOl5nJlGkj93Hqz7uyOEA "Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.")
* [Assign responsibilities to Healthcare Operations Core users](https://www.servicenow.com/docs/4YMylDqXOmBW5z1WikJ_Sg "Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.")
* [Create a group for all care team members in Healthcare Operations Core](https://www.servicenow.com/docs/a8BQUVVL_Yw9Xg62~gg5LQ "Create a group for care team members with the sn_hco.care_team_member role assigned so that users added to this group will inherit the collection of roles for Healthcare Operations Core.")
* [Associate assignment groups with a healthcare organization in Healthcare Operations Core](https://www.servicenow.com/docs/i4J_R03DpjJJh4FmtZS5Vw "Create assignment groups for your healthcare organizations to determine which user groups are associated with specific healthcare organizations.")
* [Add a team member using the Care Team Portal](https://www.servicenow.com/docs/GKVXgxSHQ8rRmNwDApHusA "Add a member to your team using the Care Team Portal.")

### Care Team Mobile {#ariaid-title10}

A mobile application that extends Healthcare Operations Core to smartphones and tablets, allowing care team members to create and track support requests, scan asset tags, and browse healthcare locations while on the move.

For
example, a nurse assistant uses Care Team Mobile to scan a barcode on an IV pump, view its service history, and submit a repair request from the bedside.  
To learn more, see:

* [Care Team Mobile](https://www.servicenow.com/docs/EBOvqi8q0LSr8PzjDqaKWQ "Care Team Mobile enables care teams to create and view shared support requests for IT, Biomed, Facilities, and Environmental Services departments while on the go.")
* [Exploring Care Team Mobile](https://www.servicenow.com/docs/erc6VEJ0q~rnJB4LMUjL2Q "Discover how to use the Care Team Mobile application to create requests for care team support departments from the convenience of your mobile device.")
* [Configure Care Team Mobile](https://www.servicenow.com/docs/ulCZgD_tl8SZgtlxX92myA "Set up the Care Team Mobile application.")
* [Care Team Mobile overview](https://www.servicenow.com/docs/EutzsQ7WMnex2LRRaJZQ_Q "The Care Team Mobile landing page offers users a list of quick actions, recent updates on requests, and request tracking information.")
* [Create support requests using Care Team Mobile](https://www.servicenow.com/docs/DDHuVzmBbG9PA7oVYxVEbw "Use Care Team Mobile to create requests for supporting departments directly from your mobile device.")
* [Asset Scan in Care Team Mobile](https://www.servicenow.com/docs/WZfCaHxf0kBHqaH6Sjk~ag "Scan tags on medical equipment and be redirected to the asset's record, where you can view its history, status, and associated cases.")

### Care Team Operations for Biomed {#ariaid-title11}

A plugin (sn_cto_biomed) that extends Healthcare Operations Core with case types for reporting medical device issues and other biomedical engineering service requests. Cases generate work orders when Field Service Management is installed.

For example, a nurse reports a malfunctioning infusion pump using the "Report a medical device issue" catalog item, which creates a Biomed case and dispatches a work order.  
To learn more, see:

* [Care Team Operations for Biomed](https://www.servicenow.com/docs/6hszO1Fyg85GfzbJCKPWaQ "Care Team Operations for Biomed contains the case types to report and fulfill biomed issues.")
* [Install Care Team Operations for Biomed](https://www.servicenow.com/docs/JhMNTtMEJ42k_CpdkjObPQ "Install the Care Team Operations for Biomed application [sn_cto_biomed] if you have the admin role.")
* [Configuring Care Team Operations for Biomed](https://www.servicenow.com/docs/qzcfeHo6veNkmbGYC4kDZg "The following setup steps need to occur prior to using Care Team Operations for Biomed.")
* [Healthcare Biomed case overview](https://www.servicenow.com/docs/0mseHRDVaghYukKZ7MJWAQ "Use the Healthcare Biomed case to create case types for biomed related healthcare operational requests.")
* [Creating service requests in Care Team Operations for Biomed](https://www.servicenow.com/docs/A81MgBsFXMjCnmp6c1QbXg "Use the Care Team Portal to report medical device issues or request other biomed support.")
* [Fulfilling service requests in Care Team Operations for Biomed](https://www.servicenow.com/docs/5OCGmAvt2hTKPIAa9~95gA "Healthcare Biomed cases can be fulfilled one of two ways, depending on what plugin you have installed.")

### Care Team Operations for Environmental Services {#ariaid-title12}

A plugin (sn_cto_evs) that extends Healthcare Operations Core with case types for reporting environmental services issues such as housekeeping, waste management, linen services, and hazardous material handling.

For example,
a care team member requests a terminal room cleaning after a patient discharge by selecting Create a request \> Request environmental service \> Terminal Cleaning Request.  
To learn more, see:

* [Care Team Operations for Environmental Services](https://www.servicenow.com/docs/Gn2JXxwYniAWm_hz2Cft~A "Care Team Operations for Environmental Services contains the case types to report and fulfill environmental services support issues in hospitals.")
* [Install Care Team Operations for Environmental Services](https://www.servicenow.com/docs/~qWGY312LP2CYr5X~ZFvuQ "Install the Care Team Operations for Environmental Services application [sn_cto_evs] if you have the admin role.")
* [Configuring Care Team Operations for Environmental Services](https://www.servicenow.com/docs/poeXiWVUeLXOOet9R0n~mg "Set up the Care Team Operations for Environmental Services application.")
* [Healthcare EVS case overview](https://www.servicenow.com/docs/tqoTrjt7iCgYXYHMSGNogQ "Use the Healthcare EVS case [sn_cto_evs_case] to create case types for environmental service support requests.")
* [Creating service requests for Care Team Operations for Environmental Services](https://www.servicenow.com/docs/jvN4b9fPD1JrNQt8mZBTMA "Use Care Team Operations for Environmental Services to report environmental services issues using Care Team Portal.")
* 

### Care Team Operations for Facilities {#ariaid-title13}

A plugin (sn_cto_facilities) that extends Healthcare Operations Core with case types for reporting facilities issues such as HVAC problems, plumbing leaks, electrical faults, and safety hazards. Includes a preconfigured service catalog of common facilities requests.

For example, a nurse reports a temperature issue by selecting Create a request \> Request Facilities service \> Temperature and Humidity Control and setting the category to "Room
Climate Issues."  
To learn more, see:

* [Care Team Operations for Facilities](https://www.servicenow.com/docs/mr4HirSZsTWzSRr6_K_ewA "Care Team Operations for Facilities contains the case types to report and fulfill facilities support issues in hospitals.")
* [Install Care Team Operations for Facilities](https://www.servicenow.com/docs/DFx30rpK9tGCK871GTvfHg "Install the Care Team Operations for Facilities application [sn_cto_facilities] if you have the admin role.")
* [Configuring Care Team Operations for Facilities](https://www.servicenow.com/docs/JYKbz_nII25~32Xpn3fQ8w "Set up the Care Team Operations for Facilities application.")
* [Healthcare Facilities case overview](https://www.servicenow.com/docs/l9jEN~TfUznaj16SCk_86A "Use the Healthcare Facilities case [sn_cto_facilities_case] to create case types for facilities support requests.")
* [Creating service requests in Care Team Operations for Facilities](https://www.servicenow.com/docs/ZuJbDaSDac5opo6LWRSirA "Use Care Team Operations for Facilities to report Facilities issues using Care Team Portal.")
* [Fulfilling service requests in Care Team Operations for Facilities](https://www.servicenow.com/docs/82ygEWjIoFQM~mbplTmG3w "Healthcare Facilities cases can be fulfilled one of two ways, depending on what plugin you have installed.")

### Care Team Operations for Healthcare IT {#ariaid-title14}

A plugin (sn_cto_hcit) that extends Healthcare Operations Core with case types for reporting and fulfilling IT issues, including EMR problems and other technology requests. IT cases generate incidents for ITIL fulfillers.

For example, a unit secretary reports a printer malfunction by navigating to Create a request \> Request IT service \> Request other IT service in the Care Team Portal.  
To learn more, see:

* [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/2Cjt4hIhW7l3SZvbzQSrTg "Care Team Operations for Healthcare IT contains the case types to report and fulfill healthcare IT issues.")
* [Install Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/fxAfHBDdPTD3YxbzpdP_OQ "Install the Care Team Operations for Healthcare IT application [sn_cto_hcit] if you have the admin role.")
* [Configuring Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/Dai8iBaHQ5tq6TCKAorkDw "The following setup steps need to occur before using Care Team Operations for Healthcare IT.")
* [Healthcare IT case overview](https://www.servicenow.com/docs/bfejL9td_5RHeF66pxCE3Q "Use the Healthcare IT case to create case types for IT-related healthcare operational requests.")
* [Creating service requests in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/P94EohCa~hd3jruPbDt~7A "Use the Care Team Portal to report EMR or other IT issues to support teams for fulfillment.")
* [Fulfilling service requests in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/NW8fi_yDzQ5ZNuAa8~38nA "Incidents created from Healthcare IT cases are resolved using standard IT Service Management incident management functionality in the Service Operations workspace.")

### Care Team Portal {#ariaid-title15}

A responsive web portal within Healthcare Operations Core where care team members create support requests for ancillary departments, track request statuses, manage team membership, and view knowledge articles. It can run standalone or be embedded in EMR systems such as Epic Hyperspace.

For example, a nurse navigates to https:// .service-now.com/careteam to submit a request for a linen change in a patient room.  
To learn more, see:

* [Care Team Portal](https://www.servicenow.com/docs/hE3DpUgjPgOp0uc3xtQX4Q "Use the Care Team Portal to create requests for supporting service departments and maintain visibility into all requests created by you or your team.")
* [Using Care Team Portal](https://www.servicenow.com/docs/bAeR~ogpqZHeeeAY07i~Aw "Use the Care Team Portal to create and track service requests, manage your teams, and review knowledge base articles.")
* [Create requests in the Care Team Portal](https://www.servicenow.com/docs/hIMAefnhNDE9L3kdbGYVZg "Use the Care Team Portal to create support requests for services from ancillary departments.")
* [Track requests in the Care Team Portal](https://www.servicenow.com/docs/FJc1h228mVIenGNyj5SXdQ "Track requests created by you or your team from directly within the Care Team Portal.")
* [Manage your teams in the Care Team Portal](https://www.servicenow.com/docs/WA2s6SQT4eiC7nCN3_p08w "Manage your teams from directly within the Care Team Portal.")
* [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://www.servicenow.com/docs/wmDGdlxtgzBIiBKWH2jhmg "Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling SMART on FHIR authentication.")

### Care Team Work Management {#ariaid-title16}

An application that streamlines task creation, assignment, and tracking for care team internal operations using task plan templates. Care team cases and tasks are generated from predefined work plans submitted through the Care Team Portal.

For example, a unit manager creates a "Shift Readiness" task plan template that generates a care team case with individual safety check tasks for each nurse at shift change.  
To learn more, see:

* [Care Team Work Management](https://www.servicenow.com/docs/5HQqSAMctW98W8FiMJZRcw "Care Team Work Management streamlines operational task creation, assignment, and tracking for care team internal operations.")
* [Activate Care Team Work Management](https://www.servicenow.com/docs/21~3~GAHLA_ZH1iuaK4OXQ "Activate the Care Team Work Management [com.sn_cto] application.")
* [Configuring Care Team Work Management](https://www.servicenow.com/docs/Q85irl2rEgxfZPQ2ttF1Ig "Set up the Care Team Work Management application.")
* [Care team cases and tasks](https://www.servicenow.com/docs/C9uGXWPkpOVTbQ4V8hg3Dg "Care team cases group related operational work for a care team, while care team tasks represent the individual, actionable steps that users complete to fulfill that work.")
* [Fulfilling care team task plans](https://www.servicenow.com/docs/a8QGgQN8H5eePDgbyfaTDw "Fulfill the cases and task generated from care team task plans.")

### Common Location {#ariaid-title17}

A record in the cmn_location table that provides the foundational location data across the ServiceNow platform. Healthcare locations extend common locations to add healthcare-specific attributes like altitude and physical type.

For example, an administrator sets up a common location for "Building A" and then creates a healthcare location that references it and adds the physical type "Building."  
To learn more, see:

* [Create a healthcare location](https://www.servicenow.com/docs/GDaPAguUl6GeJNdX0qLG~w "Create healthcare locations to designate the locations in which your care teams operate.")
* [Setting up healthcare locations and healthcare organizations](https://www.servicenow.com/docs/wZg0tuDFDFw2jT~BBSk3eg "Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.")

### CSM/FSM Configurable Workspace {#ariaid-title18}

The ServiceNow workspace used by department agents and support staff to view, manage, and fulfill Healthcare Operations cases and work orders. It provides configurable views, related records, and action menus for case resolution.

For example, a Facilities support agent opens the CSM/FSM Configurable Workspace to accept, update, and close a plumbing repair work order dispatched from a Healthcare Facilities case.  
To learn more, see:

* 
* 
* 
* 
* [Fulfill care team case and tasks](https://www.servicenow.com/docs/c1nYbDQ4AYCrDIRXkwd7IA "Fulfill the care team cases and tasks created from task plans.")

## D {#ariaid-title19}

Glossary terms are grouped alphabetically.

### Decision Builder {#ariaid-title20}

A ServiceNow tool used to modify state decision tables that map the state transitions between Healthcare Operations cases and their associated work orders or incidents. It controls how state changes in one record propagate to the linked record.

For example, for example, an administrator uses Decision Builder to configure that when a work order state changes to "Closed Complete," the associated Healthcare Biomed case state updates to "Closed."  
To learn more, see:

* [Modify state decision tables in Care Team Operations for Biomed](https://www.servicenow.com/docs/Uc4c_mK6Ekq2sPGuvxAnsw "Use Decision Builder to change the state mappings for cases and work orders in Care Team Operations for Biomed .")
* [Modify state decision tables in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/tIaQyfyRPrluVnucATBDWw "Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Environmental Services.")
* [Modify state decision tables in Care Team Operations for Facilities](https://www.servicenow.com/docs/9QvqJLyAF_wEXqOR9xcZ3Q "Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Facilities.")
* [Modify state decision tables in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/T5f7FEbiHtQpNnnwoZed7w "Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.")

### Department Agent {#ariaid-title21}

A user who creates, views, edits, and fulfills service requests on behalf of a hospital's ancillary department such as IT, Biomed, Facilities, or Environmental Services. Agents are assigned the location support agent role specific to their department.

For example, a Biomed agent with the sn_cto_biomed.loc_support_agent role receives and fulfills a medical device repair work order in the CSM/FSM Configurable Workspace.  
To learn more, see:

* [Assign roles to Healthcare Operations Core users](https://www.servicenow.com/docs/GLOl5nJlGkj93Hqz7uyOEA "Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.")
* 
* 
* 
* 
* [Fulfill care team case and tasks](https://www.servicenow.com/docs/c1nYbDQ4AYCrDIRXkwd7IA "Fulfill the care team cases and tasks created from task plans.")

### Domain Separation {#ariaid-title22}

A ServiceNow platform feature that separates data at runtime across multiple tenants, including user interface elements, cache keys, reporting, and aggregations. In Healthcare Operations, it ensures that healthcare requests and fulfillment tasks are isolated to the correct customer domain.

For example, a service provider managing IT for two hospital systems uses domain separation so Hospital A's cases are invisible to Hospital B's care
team.  
To learn more, see:

* [Healthcare Operations Core data model](https://www.servicenow.com/docs/bha6Tv3NDwM5Xn1ZQ2lU1g "Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.")

## E {#ariaid-title23}

Glossary terms are grouped alphabetically.

### Epic Hyperspace via Hyperdrive {#ariaid-title24}

An integration method for embedding the Care Team Portal within the Epic Hyperspace EMR interface using Hyperdrive technology. This allows clinicians to access ServiceNow's Care Team Portal without leaving the EMR, with support for tokenized data capture from Epic launch contexts.

For example, a nurse opens a patient chart in Epic Hyperspace, and the Care Team Portal loads in an embedded frame with the workstation ID and patient context automatically
populated.  
To learn more, see:

* [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://www.servicenow.com/docs/wmDGdlxtgzBIiBKWH2jhmg "Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling SMART on FHIR authentication.")
* [Configure iFrame embedding for Care Team Portal](https://www.servicenow.com/docs/bZ6j_OTAliDYpejHMClCSQ "For the Care Team Portal to successfully launch in Hyperspace via Hyperdrive, the portal must be configured to work within an iFrame.")
* [Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic](https://www.servicenow.com/docs/bs9SQ_Ttc7CfVXgyJYQODg "Set up an Identity Provider in your ServiceNow instance to enable OIDC for Healthcare Operations Core.")
* [In Epic: Build the FHIR App to Authenticate with ServiceNow](https://www.servicenow.com/docs/J0nrEKImOBzfUj6og_Mz0g "Set up your FHIR app with the correct configurations to allow single sign-on for EPIC users to access the Care Team Portal inside EPIC Hyperspace via Hyperdrive.")
* [In Epic: Configure Epic Hyperspace Integration](https://www.servicenow.com/docs/NLOgwu7Kg3~xcGj9Y78qHQ "To launch ServiceNow from within Epic, a button needs to be added within Epic, which requires multiple integration records to be set up.")
* [Capture Additional Data From Epic Within ServiceNow Record Producers](https://www.servicenow.com/docs/XOlCA0YcnX8BJSuJ25rs3g "Update the variable values in existing record producers to capture tokenized data from Epic.")

## F {#ariaid-title25}

Glossary terms are grouped alphabetically.

### Field Service Management Plugin {#ariaid-title26}

The ServiceNow plugin (com.snc.work_management) required for automatic work order creation from Healthcare Operations cases. Without it, agents fulfill cases directly rather than through synchronized work orders.

For example,
after installing the Field Service Management plugin, Healthcare Biomed cases automatically generate work orders with qualifier, dispatcher, and agent fulfillment workflows.  
To learn more, see:

* [Set up work order synchronization in Care Team Operations for Biomed](https://www.servicenow.com/docs/XrTvpyEw9rQzyZpsJc~~TA "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.")
* [Set up work order synchronization in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/6VSUAL~aBp5TOhL56mItiw "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.")
* [Set up work order synchronization in Care Team Operations for Facilities](https://www.servicenow.com/docs/Up7xBTjpdKjjtwcrNiCkmg "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.")

## H {#ariaid-title27}

Glossary terms are grouped alphabetically.

### Healthcare Location {#ariaid-title28}

A record in the sn_hcls_location table representing a physical or virtual place where care and operational work occurs, such as a campus, building, wing, unit, room, or bed. Locations are organized hierarchically and associated with healthcare organizations.

For example, an IT agent identifies a broken monitor in PICU Room 204 because the healthcare location hierarchy shows Campus → Hospital Building → Pediatrics Wing → PICU → Room 204.  
To learn more, see:

* [Create a healthcare location](https://www.servicenow.com/docs/GDaPAguUl6GeJNdX0qLG~w "Create healthcare locations to designate the locations in which your care teams operate.")
* [Setting up healthcare locations and healthcare organizations](https://www.servicenow.com/docs/wZg0tuDFDFw2jT~BBSk3eg "Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.")
* [Associate healthcare locations with a healthcare organizations](https://www.servicenow.com/docs/Nx1IJ~q8FDdaA3aSxaKMzA "Associate healthcare locations with healthcare organizations.")
* [Healthcare Operations Core data model](https://www.servicenow.com/docs/bha6Tv3NDwM5Xn1ZQ2lU1g "Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.")

### Healthcare Operations Case {#ariaid-title29}

An abstract, extendable case record (table: sn_hco_case) that stores healthcare operations-related requests. It serves as the base from which specific case types such as Healthcare IT, Biomed, Facilities, and EVS cases are extended.

For example, an administrator creates a child table from sn_hco_case to build a custom case type for pharmacy supply requests.  
To learn more, see:

* [Healthcare Operations Case overview](https://www.servicenow.com/docs/1ll9eqcHCMCl4x0YLETLxA "The Healthcare Operations Case [sn_hco_case] enables streamlined support for operational healthcare use cases.")
* [Configure the abstract case type for Healthcare Operations Core case types](https://www.servicenow.com/docs/CzNjG7cO41z2nQNfhW~F_Q "Extend the Healthcare Operations case [sn_hco_case] to create custom case types for use with Healthcare Operations Core and related plugins by creating a child table from the Healthcare Operations Core case type.")
* [Healthcare Biomed case overview](https://www.servicenow.com/docs/0mseHRDVaghYukKZ7MJWAQ "Use the Healthcare Biomed case to create case types for biomed related healthcare operational requests.")
* [Healthcare IT case overview](https://www.servicenow.com/docs/bfejL9td_5RHeF66pxCE3Q "Use the Healthcare IT case to create case types for IT-related healthcare operational requests.")
* [Healthcare EVS case overview](https://www.servicenow.com/docs/tqoTrjt7iCgYXYHMSGNogQ "Use the Healthcare EVS case [sn_cto_evs_case] to create case types for environmental service support requests.")
* [Healthcare Facilities case overview](https://www.servicenow.com/docs/l9jEN~TfUznaj16SCk_86A "Use the Healthcare Facilities case [sn_cto_facilities_case] to create case types for facilities support requests.")

### Healthcare Operations Core {#ariaid-title30}

The foundational ServiceNow application that enables hospitals to streamline and automate operational processes. It provides the framework for care teams to report and track issues related to day-to-day operations through integrated service departments such as IT, Biomed, Facilities, and Environmental Services.

For example, a hospital installs Healthcare Operations Core to give nurses a single portal for reporting broken equipment, IT outages, and
facility issues instead of using disconnected systems.  
To learn more, see:

* [Healthcare Operations Core](https://www.servicenow.com/docs/ySz0S~n7UW~WaIfYERtDQg "Healthcare Operations Core provides the foundation to enable hospitals to streamline and automate their operations.")
* [Exploring Healthcare Operations Core](https://www.servicenow.com/docs/y6Ejgjd8Xta_E01QCN9OEw "Learn how you can use the Healthcare Operations Core application to enable your care team to work together efficiently and effectively to deliver patient-centered care.")
* [Configuring Healthcare Operations Core](https://www.servicenow.com/docs/RDpUsV51nJaalmDKCFMl~g "Set up the Healthcare Operations Core application.")
* [Install Healthcare Operations Core](https://www.servicenow.com/docs/BV7rSrBL7M4PlNSr1Ok02w "You can install the Healthcare Operations Core application [sn_hco] if you have the admin role. The application includes demo data for Healthcare Operations Core and installs related ServiceNow Store applications and plugins if they aren’t already installed.")
* [Healthcare Operations Core data model](https://www.servicenow.com/docs/bha6Tv3NDwM5Xn1ZQ2lU1g "Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.")
* [Healthcare Operations Core Reference](https://www.servicenow.com/docs/hIE2h7GZ_qBY06D7Lw7dUA "Reference topics provide additional information about Care Team Operations components, including tables.")

### Healthcare Organization {#ariaid-title31}

A record in the sn_hcls_organization table that defines an entity within a healthcare delivery network, such as a hospital, department, or organizational team. Organizations are arranged in parent-child hierarchies that control visibility, responsibility, and case routing.

For example, a hierarchy is configured as: HQ → City Hospital → Nursing Department → ICU Unit, where each level is a healthcare organization.  
To learn more, see:

* [Create a healthcare organization](https://www.servicenow.com/docs/ZvEa7ac4pVvKm5JwLrUTWw "Create a healthcare organization for use with Healthcare and Life Sciences Service Management Core.")
* [Setting up healthcare locations and healthcare organizations](https://www.servicenow.com/docs/wZg0tuDFDFw2jT~BBSk3eg "Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.")
* [Associate healthcare locations with a healthcare organizations](https://www.servicenow.com/docs/Nx1IJ~q8FDdaA3aSxaKMzA "Associate healthcare locations with healthcare organizations.")
* [Create a healthcare organization](https://www.servicenow.com/docs/XbdH3mGhXXkoSoU_v98oSA "Create a healthcare organization, such as a healthcare provider, healthcare department, or organizational team, and associate it with a parent healthcare organization and a common location.")

### Healthcare Organization Location Association {#ariaid-title32}

A table (sn_hcls_organization_location_association) that links healthcare organizations to healthcare locations, determining which organization is responsible for a particular location and limiting the locations shown to care team members when they report issues.

For example, the ICU unit organization is associated with rooms 301--310 so that ICU nurses only see those rooms when creating a request.  
To learn more, see:

* [Associate healthcare locations with a healthcare organizations](https://www.servicenow.com/docs/Nx1IJ~q8FDdaA3aSxaKMzA "Associate healthcare locations with healthcare organizations.")
* [Setting up healthcare locations and healthcare organizations](https://www.servicenow.com/docs/wZg0tuDFDFw2jT~BBSk3eg "Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.")
* [Healthcare Operations Core data model](https://www.servicenow.com/docs/bha6Tv3NDwM5Xn1ZQ2lU1g "Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.")

## I {#ariaid-title33}

Glossary terms are grouped alphabetically.

### Incident Auto-creation {#ariaid-title34}

A feature of Care Team Operations for Healthcare IT where an ITSM incident is automatically generated from a Healthcare IT case, carrying over all case information for IT agents to fulfill using standard incident management.

For example, a nurse reports an EMR login failure through the Care Team Portal, and an incident is automatically created in the IT department's Service Operations workspace.  
To learn more, see:

* 
* [Fulfilling service requests in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/NW8fi_yDzQ5ZNuAa8~38nA "Incidents created from Healthcare IT cases are resolved using standard IT Service Management incident management functionality in the Service Operations workspace.")
* [Modify state decision tables in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/T5f7FEbiHtQpNnnwoZed7w "Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.")
* [Healthcare IT case overview](https://www.servicenow.com/docs/bfejL9td_5RHeF66pxCE3Q "Use the Healthcare IT case to create case types for IT-related healthcare operational requests.")

## R {#ariaid-title35}

Glossary terms are grouped alphabetically.

### Record Producer {#ariaid-title36}

A service catalog item configured to create a specific type of record, such as a Healthcare Biomed case or Healthcare IT case. Record producers define the form fields, variable sets, and catalog client scripts that appear when a care team member submits a request.

For example, the "Report a Medical Device Issue" record producer creates an sn_cto_biomed_case record and includes fields for asset tag, location, urgency, and description.  
To learn more, see:

* [Add custom record producers to the service catalog in Care Team Operations for Biomed](https://www.servicenow.com/docs/BncQWcRSrwKXoCfLxJ8DPQ "Add custom record producers you have configured into service catalogs in Care Team Operations for Biomed.")
* [Add custom record producers to the service catalog in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/kmaoQJy_eQMsydCfG75W6Q "Add custom record producers that you have configured into service catalogs in Care Team Operations for Environmental Services.")
* [Add custom record producers to the service catalog in Care Team Operations for Facilities](https://www.servicenow.com/docs/7k9TkuWE0uZVTj2J1W4H9w "Add custom record producers that you've configured into service catalogs in Care Team Operations for Facilities.")
* [Add custom record producers to the service catalog in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/8BdAQV0AQSbqXbiRc_um_Q "Add custom record producers you have configured into service catalogs in Care Team Operations for Healthcare IT.")
* [Capture Additional Data From Epic Within ServiceNow Record Producers](https://www.servicenow.com/docs/XOlCA0YcnX8BJSuJ25rs3g "Update the variable values in existing record producers to capture tokenized data from Epic.")
* [Create requests in the Care Team Portal](https://www.servicenow.com/docs/hIMAefnhNDE9L3kdbGYVZg "Use the Care Team Portal to create support requests for services from ancillary departments.")

### Responsibility {#ariaid-title37}

A record-level access control that determines which specific records a user can view or edit within tables they already have role access to. Responsibilities in Healthcare Operations are based on Service Model Foundation and are assigned through Related Party Configurations.

For example, a nurse with the Care Team Member responsibility can only see cases for the ICU, not cases belonging to the Emergency Department.  
To learn more, see:

* [Setting up roles and responsibilities for Healthcare Operations users](https://www.servicenow.com/docs/4yodsNi~HgS3ubBy66Fsfw "To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.")
* [Assign responsibilities to Healthcare Operations Core users](https://www.servicenow.com/docs/4YMylDqXOmBW5z1WikJ_Sg "Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.")
* [Assign responsibilities to Care Team Operations for Biomed users](https://www.servicenow.com/docs/IbEWkJhah~4YJRNdnjgg0g "Assign responsibilities to users in Care Team Operations for Biomed to dictate which specific records users are authorized to view or modify.")
* [Assign responsibilities to Care Team Operations for Environmental Services users](https://www.servicenow.com/docs/HD0Oul4kjLiiDqqGKjxloQ "Assign responsibilities to users in Care Team Operations for Environmental Services to dictate which specific records users are authorized to view or modify.")
* [Assign responsibilities to Care Team Operations for Healthcare IT users](https://www.servicenow.com/docs/3jaUMZaxoSKPMLO7Hx49vQ "Assign responsibilities to users in Care Team Operations for Healthcare IT to dictate which specific records users are authorized to view or modify.")
* [Assign responsibilities for Care Team Work Management](https://www.servicenow.com/docs/fsWc35TZdrJM3h41f7KbeA "Assign responsibilities to users in Care Team Work Management to dictate which specific records users are authorized to view or modify.")

### Role {#ariaid-title38}

A permission set that defines table-level access in ServiceNow, determining which objects a user can interact with and what CRUD (Create, Read, Update, Delete) actions they can perform within Healthcare Operations applications.

For example, a user assigned the sn_hco.care_team_member role can create and view Healthcare Operations cases.  
To learn more, see:

* [Setting up roles and responsibilities for Healthcare Operations users](https://www.servicenow.com/docs/4yodsNi~HgS3ubBy66Fsfw "To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.")
* [Assign roles to Healthcare Operations Core users](https://www.servicenow.com/docs/GLOl5nJlGkj93Hqz7uyOEA "Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.")
* [Assign roles for Care Team Operations for Biomed](https://www.servicenow.com/docs/dSxZV6bHQYvks1WtDLtxMA "Confirm that the correct roles are assigned to users of Care Team Operations for Biomed.")
* [Set up roles for Care Team Operations for Environmental Services](https://www.servicenow.com/docs/Q~N6yabJYguQmoGUS5IguQ "Assign the correct roles to users of Care Team Operations for Environmental Services.")
* [Set up roles for Care Team Operations for Facilities](https://www.servicenow.com/docs/Di21eDzySLJTfmtpa0YSig "Confirm that the appropriate roles are assigned to users of Care Team Operations for Facilities.")
* [Assign roles to Care Team Operations for Healthcare IT users](https://www.servicenow.com/docs/iR_pYgH136hrN91PoKxU8w "Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.")

## S {#ariaid-title39}

Glossary terms are grouped alphabetically.

### Service Model Foundation (SMF) {#ariaid-title40}

The underlying ServiceNow framework that provides the base responsibility model used by Healthcare Operations. SMF responsibilities like "Service location business contributor" are relabeled for healthcare use through Related Party Configurations.

For example, the Care Team Member responsibility in HCO maps to the "Service location business contributor" responsibility from SMF.  
To learn more, see:

* [Service Model Foundation overview](https://www.servicenow.com/docs/access?context=csm-industry-data-model&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)
* [Service Model Foundation data model](https://www.servicenow.com/docs/access?context=data-models-smf&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)
* [Setting up roles and responsibilities for Healthcare Operations users](https://www.servicenow.com/docs/4yodsNi~HgS3ubBy66Fsfw "To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.")
* [Assign responsibilities to Healthcare Operations Core users](https://www.servicenow.com/docs/4YMylDqXOmBW5z1WikJ_Sg "Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.")
* [Roles and responsibilities in Care Team Work Management](https://www.servicenow.com/docs/QdjtAzCp8ZYlB4v9PR~E6A "To manage access effectively in Care Team Work Management, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.")

### SMART on FHIR Authentication {#ariaid-title41}

A standards-based authentication protocol used to enable single sign-on (SSO) for Epic users accessing the Care Team Portal embedded in Epic Hyperspace via Hyperdrive. Configuration requires a FHIR app on fhir.epic.com and an OIDC Identity Provider on the ServiceNow instance.

For example, an Epic user opens the Care Team Portal within Hyperspace and is automatically authenticated through the SMART on FHIR integration without a separate
login.  
To learn more, see:

* [In Epic: Build the FHIR App to Authenticate with ServiceNow](https://www.servicenow.com/docs/J0nrEKImOBzfUj6og_Mz0g "Set up your FHIR app with the correct configurations to allow single sign-on for EPIC users to access the Care Team Portal inside EPIC Hyperspace via Hyperdrive.")
* [Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic](https://www.servicenow.com/docs/bs9SQ_Ttc7CfVXgyJYQODg "Set up an Identity Provider in your ServiceNow instance to enable OIDC for Healthcare Operations Core.")
* [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://www.servicenow.com/docs/wmDGdlxtgzBIiBKWH2jhmg "Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling SMART on FHIR authentication.")
* [In Epic: Configure Epic Hyperspace Integration](https://www.servicenow.com/docs/NLOgwu7Kg3~xcGj9Y78qHQ "To launch ServiceNow from within Epic, a button needs to be added within Epic, which requires multiple integration records to be set up.")
* [Enable Multi-Provider SSO for your ServiceNow instance](https://www.servicenow.com/docs/NU~N9dIeqSPJA9ZYNnf~vw "Ensure that Multiple Provider SSO is enabled and configured correctly for Care Team Portal to authenticate with Epic Hyperspace via Hyperdrive.")

### State Synchronization {#ariaid-title42}

The mechanism that keeps the status of a Healthcare Operations case aligned with its linked work order or incident throughout the fulfillment lifecycle, including transitions like New, Open, Work in Progress, Resolved, and Closed.

For example, a care team member tracks their request in the Care Team Portal and sees it change from "Open" to "Resolved" in real time as the IT agent resolves the incident.  
To learn more, see:

* [Modify state decision tables in Care Team Operations for Biomed](https://www.servicenow.com/docs/Uc4c_mK6Ekq2sPGuvxAnsw "Use Decision Builder to change the state mappings for cases and work orders in Care Team Operations for Biomed .")
* [Modify state decision tables in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/tIaQyfyRPrluVnucATBDWw "Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Environmental Services.")
* [Modify state decision tables in Care Team Operations for Facilities](https://www.servicenow.com/docs/9QvqJLyAF_wEXqOR9xcZ3Q "Use Decision Builder to change the state mappings for cases and incidents work orders in Care Team Operations for Facilities.")
* [Modify state decision tables in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/T5f7FEbiHtQpNnnwoZed7w "Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.")
* [Set up work order synchronization in Care Team Operations for Biomed](https://www.servicenow.com/docs/XrTvpyEw9rQzyZpsJc~~TA "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.")
* [Set up work order synchronization in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/6VSUAL~aBp5TOhL56mItiw "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.")

## T {#ariaid-title43}

Glossary terms are grouped alphabetically.

### Task Plan Template {#ariaid-title44}

A reusable configuration in Care Team Work Management that defines a set of tasks and records to be automatically created when a care team agent initiates a work plan. Templates are published and cannot be edited once active.

For example, an administrator creates a task plan template called "Unit Safety/Readiness" containing work orders and child tasks for equipment checks, supply verification, and safety guidelines review.  
To learn more, see:

* [Task Plan Templates in Care Team Work Management](https://www.servicenow.com/docs/KTZ_GdlXXbSG2txeKwdpxA "Understand how task plan templates can be leveraged from Customer Service Management in Care Team Work Management.")

## V {#ariaid-title45}

Glossary terms are grouped alphabetically.

### Virtual Agent {#ariaid-title46}

ServiceNow's conversational bot platform, available in the Care Team Portal via a chat window icon. It helps care team members quickly obtain information, make decisions, and perform common work tasks through natural language interaction.

For example, a nurse opens the chat icon in the Care Team Portal and asks Virtual Agent to check the status of a pending IT request.  
To learn more, see:

* [Care Team Portal](https://www.servicenow.com/docs/hE3DpUgjPgOp0uc3xtQX4Q "Use the Care Team Portal to create requests for supporting service departments and maintain visibility into all requests created by you or your team.")

## W {#ariaid-title47}

Glossary terms are grouped alphabetically.

### Work Order {#ariaid-title48}

A task record automatically generated from a Healthcare Operations case when the Field Service Management plugin is installed. Work orders are assigned to support agents for fulfillment and remain synchronized with the originating case for state and comment updates.

For example, when a nurse reports a broken bed rail via the Care Team Portal, a work order is automatically created and dispatched to a Facilities agent.  
To learn more, see:

* [Set up work order synchronization in Care Team Operations for Biomed](https://www.servicenow.com/docs/XrTvpyEw9rQzyZpsJc~~TA "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.")
* [Set up work order synchronization in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/6VSUAL~aBp5TOhL56mItiw "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.")
* [Set up work order synchronization in Care Team Operations for Facilities](https://www.servicenow.com/docs/Up7xBTjpdKjjtwcrNiCkmg "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.")
* 
* 
* 

### Work Order Synchronization {#ariaid-title49}

The automatic bidirectional syncing of state changes, comments, and updates between a Healthcare Operations case and its associated work order, enabled by the Field Service Management plugin.

For example, when a Facilities
agent marks a work order as "Work in Progress," the associated Healthcare Facilities case automatically updates to the same state.  
To learn more, see:

* [Set up work order synchronization in Care Team Operations for Biomed](https://www.servicenow.com/docs/XrTvpyEw9rQzyZpsJc~~TA "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Biomed.")
* [Set up work order synchronization in Care Team Operations for Environmental Services](https://www.servicenow.com/docs/6VSUAL~aBp5TOhL56mItiw "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Environmental Services.")
* [Set up work order synchronization in Care Team Operations for Facilities](https://www.servicenow.com/docs/Up7xBTjpdKjjtwcrNiCkmg "The Field Service Management [com.snc.work_management] plugin is required for work order synchronization to function with Care Team Operations for Facilities.")