Care Team Operations for Healthcare IT release notes
Summarize
Summary of Care Team Operations for Healthcare IT release notes
The ServiceNow® Care Team Operations for Healthcare IT application supports healthcare IT issue reporting and fulfillment through specialized case types. The Australia release updates and enhances this application, introducing new conversational support features, security improvements, and administrative enhancements to better serve healthcare environments.
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Key Features
- Conversational Support via Now Assist in Virtual Agent: Care teams can create support requests for healthcare IT, biomed, facilities, or environmental services through conversational interactions in the Care Team Portal or Care Team Mobile app. This feature uses AI agents to clarify request details and validate submissions.
- Case Creation AI Voice Agent: Enables care team members to create cases over the phone using conversational AI, streamlining case intake. Note that this requires the Care Team Operations plugin for the specific request type.
- Enhanced Security: The Australia release strengthens security by introducing granular read-only field controls in the ServiceNow AI Platform, including new options like “strictreadonly” and “clientscriptmodifiable” to protect data while maintaining flexibility.
- Role-Based Task Completion: Users with the feature administrator role can now complete certain tasks previously limited to broader administrator roles, improving operational efficiency.
- AI Platform Licensing Tiers: The updated ServiceNow AI Platform offers three licensing tiers—Foundation, Advanced, and Prime—providing varying levels of AI capabilities, from basic insights to autonomous actions and custom AI asset creation.
Activation and Upgrade Information
- Installation: Care Team Operations for Healthcare IT is available through the ServiceNow Store and must be requested for installation.
- Upgrade Considerations: The Australia release’s enhanced read-only security features are backward-compatible but require review and possible adjustment of affected fields. Technical guidance is available in ServiceNow KB articles.
Related Applications
- Healthcare Operations Core: Provides foundational integration and automation capabilities for Care Team Operations, enabling streamlined hospital operations.
- Care Team Mobile: Offers a mobile platform for hospital care teams to report issues to support departments efficiently.
The ServiceNow® Care Team Operations for Healthcare IT application contains the case types to report and fulfill healthcare IT issues. Care Team Operations for Healthcare IT was enhanced and updated in the Australia release.
Care Team Operations for Healthcare IT highlights for the Australia release
- Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments.
- Leverage the Care Team Operations Case Creation AI voice agent enables to create cases conversationally over the phone.
- Care Team Operations for Healthcare IT has received security enhancements in the Australia release.
See Care Team Operations for Healthcare IT for more information.
Important information for upgrading Care Team Operations for Healthcare IT to Australia
The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.
If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.
Care Team Operations for Healthcare IT features
- Create support requests using Now Assist in Virtual Agent
- Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.
- Care Team Operations Case Creation AI voice agent
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The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone.
Note:For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.
- Australia Patch 1
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.