Healthcare Operations Core release notes
Summarize
Summary of Healthcare Operations Core release notes
The Healthcare Operations Core application in ServiceNow streamlines and optimizes operational tasks for healthcare teams. The Australia release introduces new features and enhancements designed to improve case creation, security, and AI capabilities, enabling healthcare organizations to better support their teams and patients.
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Key Features
- Conversational Support Requests: Now Assist in Virtual Agent allows care teams to create support requests for IT, biomed, facilities, and environmental services through conversational interfaces available in Care Team Portal and Care Team Mobile. It uses AI agents for intake validation and clarification of missing details.
- AI Voice Agent for Case Creation: The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone, simplifying case initiation. This requires the Care Team Operations plugin for relevant case types.
- Security Enhancements: Australia release includes enhanced protections for read-only fields in the ServiceNow AI Platform, introducing granular control over field editability while maintaining backward compatibility. This strengthens instance security without sacrificing flexibility.
- Role Management Improvements: Feature administrators now have expanded capabilities to complete tasks previously limited to full administrators, improving operational efficiency.
- AI Platform Licensing Tiers: The new AI experience offers three licensing tiers—Foundation, Advanced, and Prime—providing options for basic insights, productivity boosts, or autonomous AI asset utilization depending on organizational needs.
Activation and Upgrading
Healthcare Operations Core is available through the ServiceNow Store. Customers must request installation from the Store and refer to the activation information provided. When upgrading to Australia, customers should review the new read-only field security settings and adjust configurations as needed, following guidance in KB2718122.
Related Applications
- Care Team Mobile: Mobile interface for hospital care teams to report issues efficiently.
- Care Team Operations for Biomed, Environmental Services, Facilities, and Healthcare IT: Specialized applications using the Healthcare Operations Core data model to manage case types related to their respective service areas.
- Care Team Work Management: Facilitates task creation, assignment, and tracking with audit-ready documentation, reducing administrative overhead and supporting regulatory compliance.
Benefits for ServiceNow Customers
With these updates, healthcare organizations can expect more intuitive and efficient support request handling, enhanced security controls, and flexible AI-driven workflows. The integration of conversational AI both via chat and voice enhances accessibility for care teams, while improved role management streamlines administrative responsibilities. These improvements collectively help healthcare providers maintain focus on patient care while managing operational complexities.
The ServiceNow® Healthcare Operations Core application streamlines and optimizes healthcare team operational tasks. Healthcare Operations Core was enhanced and updated in the Australia release.
Healthcare Operations Core 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.
- Healthcare Operations Core has received security enhancements in the Australia release.
See Healthcare Operations Core for more information.
Important information for upgrading Healthcare Operations Core 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.
Healthcare Operations Core 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 Healthcare Operations Core 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.