In healthcare, clinical devices play a crucial role in patient care, and their management is a complex, multifaceted process that involves ensuring safety, compliance, and operational efficiency. As the healthcare sector continues to evolve, the role of technology in transforming clinical device management is more significant than ever before. ServiceNow Healthcare IT solution is paving the way for enhanced clinical device management (CDM), improving operational efficiencies, streamlining workflows, and addressing key challenges like regulatory compliance, device downtime, and security risks.
This blog will explore how ServiceNow for clinical device management is revolutionizing the way healthcare providers manage their medical devices. By utilizing AI and automation in healthcare solutions, ServiceNow is not only transforming device maintenance processes but also reshaping the broader healthcare operations landscape, integrating with both ITOps and Biomed teams and optimizing the management of both connected and non-connected devices.
Jump to any section to learn more about the ServiceNow Clinical Device Management in Healthcare:
NOTE – After the official Xanadu update, Healthcare CMMS is being prepared for future deprecation, meaning it will be hidden and no longer activated on new instances, though support will continue for existing customers for some time.
The Importance of ServiceNow Clinical Device Management in Healthcare
- Ensuring compliance with regulatory standards (such as FDA or HIPPA regulations).
- Managing device risks, including assessing the operational and safety performance of devices.
- Handling device maintenance for both planned and corrective actions.
- Tracking device movements across various hospital sites and departments.
- Managing the lifecycle of devices from onboarding to decommissioning.
How ServiceNow Enhances Medical Device Management
ServiceNow’s platform provides a comprehensive suite of tools and capabilities to streamline and optimize clinical device management across healthcare organizations.
The platform enables end-to-end management of clinical devices by integrating various teams and systems, such as ITOps, and clinical engineers, into a unified environment.
Let’s break down the key capabilities and features ServiceNow brings to the table for healthcare organizations:
End-to-End Device Lifecycle Management
- Clinical Device Onboarding – Devices are added to the system with all relevant details, including the model, manufacturer, service contracts, maintenance schedules, and regulatory compliance requirements. This streamlined workflow helps clinical engineers and biomedical teams ensure that devices comply from day one.
- Planned Maintenance (PM) Management – The ServiceNow Healthcare platform helps manage planned maintenance workflows by automating recurring maintenance schedules for each device based on manufacturer recommendations, regulatory standards, and patient risk parameters. This capability ensures that medical devices are always operational and compliant with healthcare regulations, minimizing the risk of downtime.
- Device Risk Scoring – One of the key features of ServiceNow Health Care Solution is the ability to assess and score device risks based on operational effectiveness and patient safety. By creating real-time heat maps, healthcare providers can prioritize devices that are at high risk, allowing clinical teams to address maintenance or operational issues proactively before they become critical.
Visibility and Tracking Across Multiple Sites
- Device Visibility – Clinical engineers and Biomed teams can view and manage devices across different hospital locations, allowing for better coordination and resource allocation.
- Indoor Mapping – By using interactive maps, hospitals can pinpoint the exact location of devices within the facility, reducing delays in locating devices for maintenance, troubleshooting, or emergency use.
- Device Movement – ServiceNow tracks the movement of devices across departments or locations within a hospital. This ensures that clinical teams have accurate information on where each device is at any given moment, reducing delays and improving operational efficiency.
Compliance and Reporting
ServiceNow’s Compliance Dashboard is a game-changer for healthcare organizations. This feature enables real-time monitoring of the compliance status of each device, highlighting any issues related to inspection, maintenance, or regulatory standards. With pre-built reporting tools, healthcare organizations can generate reports on:
- Regulatory Compliance – Ensuring that devices meet the required healthcare standards and regulations.
- Maintenance Performance – Tracking the success rate of planned maintenance and ensuring that high-risk PMs are completed on time.
- Incident Reporting – Clinical teams can easily report incidents related to medical devices, which are then automatically created as incidents in the system for resolution.
Streamlining Issue Reporting and Corrective Maintenance
- Issue Reporting – Clinical teams can quickly report device issues through an easy-to-use portal or mobile application, reducing delays in issue identification.
- Work Order Automation – Once an issue is reported, a work order is automatically created and assigned to the relevant team (e.g., IT specialists/Admins), speeding up response times.
- AEM (Alternate Equipment Maintenance) – ServiceNow supports the management of alternate equipment maintenance workflows, allowing healthcare providers to optimize device utilization while ensuring patient safety.
The Role of CMMS Dashboard
The CMMS dashboard serves as a critical tool in healthcare operations, providing a centralized platform for monitoring ongoing device maintenance activities.
It offers real-time insights into key performance indicators such as
- High-risk Planned Maintenance (PM) success,
- Device in-service Status, and
- The Open/Closed Status of work orders
The Care Team Portal
The Care Team Portal centralizes issue reporting and ensures that clinical teams have real-time visibility into the status of service requests, reducing frustration and improving response times. The portal can be used by both clinical engineers and clinicians to track issues, ensuring that devices are properly maintained and downtime is minimized. This portal integrates seamlessly with other healthcare IT systems, providing a unified platform for clinical and IT teams to collaborate.
By using the Care Team Portal, healthcare organizations can:
- Eliminate Inefficiencies – The portal centralizes reporting, eliminating the need for clinicians to interact with multiple disconnected systems, which often leads to delays and errors.
- Track Requests – Clinicians can easily track the status of service requests and know when to expect resolution, reducing the frustration caused by lack of visibility.
- Improve Patient Care – By streamlining device issue reporting, clinicians can focus more on patient care instead of administrative tasks.
Integrating with Healthcare IT Systems
Overcoming Challenges in Clinical Device Management
- Regulatory Compliance – Healthcare organizations must adhere to strict regulations regarding device maintenance, inspection, and usage. ServiceNow’s compliance dashboard and risk assessment features ensure that devices are in line with healthcare regulations at all times, reducing the risk of regulatory non-compliance.
- Data Management and Integration – The sheer volume of data generated by clinical devices can overwhelm traditional systems. ServiceNow Healthcare Solution integrates with existing healthcare IT and Biomed systems, helping manage and centralize data for easy access and decision-making.
- Cybersecurity – As medical devices become more connected, the risk of cyber threats increases. ServiceNow’s platform ensures that devices are secured and monitored for vulnerabilities, mitigating cyberattack risks.
- Equipment Maintenance and Downtime – Unplanned downtime and inefficient maintenance are significant challenges in healthcare. ServiceNow’s automation and AI-powered predictive maintenance tools help reduce downtime by ensuring devices are proactively maintained and issues are addressed before they escalate.
The Future of Clinical Device Management with ServiceNow AI and Automation
Looking ahead to 2025 and beyond, AI and automation in healthcare solutions will continue to drive advancements in clinical device management. ServiceNow is well-positioned to lead the charge in integrating these technologies into the healthcare sector. By leveraging machine learning, predictive analytics, and automation, healthcare providers will be able to anticipate device failures, optimize maintenance schedules, and ensure higher device uptime.
Additionally, as the healthcare industry embraces digital transformation, ServiceNow’s ability to integrate seamlessly with other systems—whether it’s for ITOps or clinical teams—ensures that healthcare organizations can adapt to evolving needs and continue to provide high-quality care to their patients.
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Final Words
ServiceNow is revolutionizing clinical device management in healthcare by addressing the sector’s most pressing challenges: compliance, device visibility, risk management, and operational inefficiencies.
Through its powerful platform, healthcare providers can streamline their workflows, improve productivity, and ensure patient safety. The integration of AI, automation, and seamless connectivity between clinical, biomed, and IT teams will continue to improve the management of medical devices, leading to better healthcare outcomes and a more efficient healthcare system overall.
As healthcare evolves in 2025, LMTEQ is committed to transforming clinical device management with ServiceNow, ensuring that healthcare organizations have the tools they need to meet the demands of the modern healthcare landscape.
Contact us to implement the ServiceNow Clinical Device Management solution for your healthcare organization.