Healthcare · Managed platform (ServiceNow)

IT Service Management

ServiceNow run for hospital IT and clinical engineering, with medical equipment treated as patient care

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Overview

What you are buying

Moraph resells, implements and runs ServiceNow for health systems, with service management workflows built for clinical engineering as well as IT. When an MRI scanner, infusion pump or nurse call system goes down, the request reaches the right biomedical team with the equipment, location and clinical impact attached, and downtime, repairs and maintenance are recorded against the device. Moraph configures and operates the platform; your IT and clinical engineering teams do the work and make the decisions.

The problem it solves

Hospital IT and clinical engineering often work from separate tools, or clinical engineering works from email, phone calls and spreadsheets. A unit reporting that the MRI in Room 4 is down may call the IT help desk, which has no record of the scanner, its vendor or its service contract. Preventive maintenance, recalls and repair history sit in a different system from the network and security information that connected devices now need. When surveyors or the safety committee ask for equipment downtime, maintenance completion or the history of a device, the evidence has to be pieced together.

  • Reports of broken clinical equipment arrive by phone or email without the device, location or clinical impact
  • IT and clinical engineering track connected medical devices in different places
  • Maintenance, repair and recall history is hard to produce for surveyors and committees
  • The ServiceNow instance, where one exists, was configured for corporate IT and is not maintained for clinical work

Who uses it

  • Health systems and hospitals that use or are selecting ServiceNow
  • Clinical engineering and biomedical equipment leaders
  • Hospital IT service desk and operations managers
  • Environment of care, facilities and safety committee members
  • CIOs who want one service platform for IT and clinical technology

Requirements it supports

Medicare Conditions of Participation: physical environment (42 CFR 482.41)The Joint Commission Environment of Care standards for medical equipment (EC.02.04.01 and EC.02.04.03)NFPA 99 Health Care Facilities CodeHIPAA Security Rule (45 CFR Part 164, Subpart C)FDA medical device reporting for user facilities (21 CFR Part 803)FDA guidance on postmarket management of cybersecurity in medical devices

The product supports these requirements; meeting them remains your organization’s responsibility.

Responsibilities

Who is responsible for what

ServiceNow provides and operates the platform, Moraph configures and runs your use of it, and your organization does the clinical engineering and IT work and makes the decisions.

AreaMoraphServiceNowYour organization
LicensingResells ServiceNow subscriptions and advises on the products each workflow needsSets subscription terms and product availabilityChooses and pays for subscriptions
Platform availabilityMonitors instance health, raises incidents with ServiceNow and keeps you informedHosts and operates the instances under its own service commitmentsKeeps downtime procedures for reporting problems and uses them when needed
ConfigurationBuilds, documents and maintains workflows, forms and the baselineProvides the platform and its standard applicationsApproves designs and every production change
Identity and accessConfigures single sign-on, role mappings and groupsProvides platform access controlsOwns the directory and approves who holds which role
Device inventoryLoads and structures device data and maintains importsProvides the data modelOwns the accuracy of the inventory and risk classifications
Integrations and monitoringBuilds and monitors integrations and data importsProvides integration capabilitiesProvides access to source systems and their owners
Incident responseLeads platform incident handling and reports cause and fixResolves platform incidentsWorks clinical and IT incidents in the platform
Upgrades and patchesPlans upgrades, assesses impact and coordinates testingReleases platform versions and patches and sets its upgrade policyTests changes that affect its users and approves go-live
Policy decisionsRecommends approaches and explains their effectNot involvedSets maintenance intervals, priorities and equipment management policy
User supportHandles escalated platform issuesProvides vendor support to MoraphProvides first-line support to staff, unless agreed otherwise

See how it works

A short walkthrough

Illustrative screens of how Moraph runs the service, with fictional sample data. They are not screens of ServiceNow itself, which belongs to its vendor.

  1. Step 1

    Onboarding tracker

    During onboarding, each workflow and data load moves from design to live, with the owner of each step visible.

    WorkstreamDesignedApprovedBuilt and testedTrainingStatus
    IT incident and requestYesIT service managerYesDoneLive
    Equipment incidentsYesCE managerYesDoneLive
    Preventive maintenanceYesCE managerIn testingPlannedTesting
    Device inventory loadYesCE manager412 records to resolven/aWaiting on clinical engineering
    Vendor email updatesYesPendingNoNoDesign review
    During onboarding, each workflow and data load moves from design to live, with the owner of each step visible.

  2. Step 2

    An equipment incident

    A report that the MRI is down arrives with the device, location, contract and clinical impact attached, and the work is recorded against the device.

    EQ-60218 · MRI 2, Imaging Room 4, Example Medical Center (fictional)

    1. Reported down; 6 scheduled scans affectedImaging charge technologist
    2. Routed to imaging service team as high impactServiceNow assignment rule
    3. Gradient fault found; vendor service call logged as V-778103Biomedical technician
    4. Patients rescheduled or moved to MRI 1Imaging manager
    5. Part replaced by vendor engineerVendor engineer (fictional)
    6. Return-to-service checks completed; downtime closedBiomedical technician
    A report that the MRI is down arrives with the device, location, contract and clinical impact attached, and the work is recorded against the device.

  3. Step 3

    Configuration baseline review

    The live instance is compared with the approved baseline, and every difference is corrected or explained.

    Configuration baseline · Production instance

    Baseline version
    2.3
    Workflows in baseline
    27
    Customizations tracked
    18
    Changes since last review
    14
    Differences
    2

    Differences

    • Equipment assignment rule edited without a change record
    • Form field added to imaging request in production, no update set found
    The live instance is compared with the approved baseline, and every difference is corrected or explained.

  4. Step 4

    Alert triage

    Platform and integration alerts are triaged by Moraph's service desk and worked to an owner.

    AlertSourceDescriptionSeverityOwnerStatus
    AL-8812Directory importLocation data missing for 3 new unitsMediumClient ITFix requested
    AL-8809Device security importImport failed; 0 records loadedHighMoraph engineerInvestigating
    AL-8801ServiceNow noticeScheduled maintenance window for your instanceLowMoraph service deskStaff notified
    AL-8797Maintenance schedule38 work orders generated without a locationMediumCE managerData correction
    Platform and integration alerts are triaged by Moraph's service desk and worked to an owner.

  5. Step 5

    A change request

    Changes to equipment workflows are applied only after clinical engineering approves them, and are tested before production.

    Change CHG-3051 · Add clinical impact field to equipment reports

    Requested by
    Clinical engineering manager
    Applies to
    Equipment incident form and portal
    Tested in
    Test instance
    Upgrade impact
    Low; uses standard configuration
    Status
    Approved, scheduled

    Approvals

    • Clinical engineering manager: approved
    • IT service manager: approved (shared portal)
    • Moraph change review: test results attached
    Changes to equipment workflows are applied only after clinical engineering approves them, and are tested before production.

  6. Step 6

    Monthly service review

    Each service review brings equipment, IT service, platform changes and upgrades together for IT and clinical engineering leads.

    Service review · Example Health System (fictional)

    Equipment incidents
    214
    High-impact equipment incidents
    9
    Maintenance completed
    1,186 of 1,240
    Platform changes
    11
    Integration failures
    2, both resolved

    Decisions needed

    • Approve date for next ServiceNow upgrade
    • Agree owner for 54 devices not located
    • Decide whether vendor email updates go ahead
    Each service review brings equipment, IT service, platform changes and upgrades together for IT and clinical engineering leads.

Workflows

The principal workflows

  1. Report

    Clinicians and unit staff report problems through one route, by portal, phone or the service desk, and requests about clinical equipment are recognized and sent to clinical engineering with the device and clinical impact attached.

    • Requester selects or scans the device, or the service desk identifies it
    • Location, device and responsible team filled in from the configuration management database
    • Requester states the clinical impact, such as patients being diverted
    • ServiceNow routes the request to clinical engineering or IT by device type
    • Requester sees status updates in the portal

  2. Repair

    Clinical engineering works equipment incidents with the device's history, service contract and vendor contacts in view, and records downtime, parts and vendor visits against the device.

    • Technician assigned by device type, site and skill
    • Repair history, open recalls and service contract shown on the device record
    • Vendor service calls logged with reference numbers
    • Downtime start and end recorded, with return-to-service checks
    • Possible reportable events flagged to risk management

  3. Maintain

    Preventive maintenance and inspections are scheduled from the inventory on the intervals your equipment management program sets, and completion is tracked.

    • Maintenance schedules loaded per device type or device from your program
    • Work orders generated as maintenance comes due
    • Technicians record results and checklists
    • Devices not found or not completed flagged for follow-up
    • Completion rates reported to the environment of care committee

  4. Run

    Moraph operates the ServiceNow instance: managing configuration and upgrades, handling change requests, monitoring integrations and keeping the configuration documented.

    • ServiceNow release and upgrade plans assessed for effect on your workflows
    • Change requests assessed, approved by you and applied
    • Integrations and data imports monitored, and failures raised as incidents
    • Configuration compared with the approved baseline
    • Service review held with IT and clinical engineering leaders

Roles and permissions

Who does what in the product

Each role below is a starting point. During implementation we set them up to match your teams, and every action anyone takes is recorded in the audit trail.

Clinical engineering manager

Director of clinical engineering, biomedical engineering manager, healthcare technology manager

Runs the medical equipment management program and decides how equipment work is handled in ServiceNow.

Sees

  • All equipment incidents, work orders and device records
  • Maintenance completion, downtime and recall status
  • Vendor service activity and contracts

Does

  • Approves equipment workflows, categories and assignment rules
  • Sets maintenance schedules and risk classifications in line with your program
  • Assigns and reassigns technician work
  • Reviews downtime and recall progress
  • Prepares environment of care committee reporting
  • Requests changes through the service

Cannot

  • Change IT process configuration without the IT service manager
  • Grant administrative roles on the platform
Approvals
Approves changes to equipment workflows, maintenance schedules and device data structures.
Notified about
High-impact equipment incidents, overdue maintenance, open recalls, and changes waiting for approval.

IT service manager

IT service desk manager, IT operations manager, ITSM process owner

Owns IT service processes and the shared parts of the platform used by both IT and clinical engineering.

Sees

  • IT incidents, problems, changes and requests
  • Shared configuration such as the portal, catalog and assignment groups
  • Connected medical device records alongside other configuration items

Does

  • Approves IT workflow and catalog changes
  • Runs the change advisory process for IT changes
  • Agrees routing between IT and clinical engineering
  • Coordinates with security on connected devices
  • Reviews service reports

Cannot

  • Change equipment workflows or maintenance schedules without clinical engineering
  • Approve platform changes that the platform owner reserves
Approvals
Approves IT process and shared configuration changes.
Notified about
Major incidents, changes for approval, integration failures and service review reports.

Biomedical technician

Biomedical equipment technician, clinical engineer, imaging service engineer

Repairs and maintains medical equipment and records the work against each device.

Sees

  • Work assigned to them and their team
  • Device records, history, recalls and service contracts
  • Vendor contacts and service references

Does

  • Works equipment incidents and records findings
  • Completes maintenance work orders and checklists
  • Logs vendor calls and parts
  • Records downtime and return to service
  • Flags possible reportable events to risk management

Cannot

  • Change maintenance schedules or risk classifications
  • Delete or edit closed work order history
Approvals
Return to service follows your procedures; schedule changes go to the clinical engineering manager.
Notified about
New assignments, high-impact incidents for their devices, and maintenance coming due.

Requester

Nurses, physicians, imaging staff, unit managers and other staff

Reports problems and requests services, and follows them to resolution.

Sees

  • Their own requests and those for their unit, where enabled
  • Status updates and expected next steps
  • Knowledge articles for common problems

Does

  • Reports equipment and IT problems through the portal or service desk
  • States clinical impact when equipment is down
  • Requests services from the catalog
  • Confirms when the problem is resolved

Cannot

  • See other units' requests unless granted
  • Change priority after triage
Approvals
Some catalog requests need their manager's approval, as configured.
Notified about
Updates and resolution of their requests.

Platform owner

CIO, director of enterprise applications, ServiceNow platform owner

Is accountable for the platform, its licensing and its roadmap, and for how Moraph runs it.

Sees

  • Licensing, instance health and upgrade plans
  • All change records and the configuration baseline
  • Moraph's administrative access and its activity
  • Service review reports

Does

  • Approves upgrades, major changes and new modules
  • Sets priorities for the platform roadmap
  • Approves and reviews Moraph's administrative access
  • Chairs service reviews

Cannot

  • Remove records of Moraph's administrative actions
  • Bypass the change process for production changes
Approvals
Approves upgrades, new modules, major changes and Moraph's administrative access.
Notified about
Upgrade plans, major incidents, licensing changes and service review reports.

Moraph service team

Moraph ServiceNow engineer, service delivery manager, Moraph service desk

Configures, upgrades and operates your ServiceNow instances to the approved baseline.

Sees

  • Instance configuration, update sets and integrations
  • Platform health, integration errors and upgrade notices
  • Change, access and incident records for the service

Does

  • Builds and maintains approved workflows and forms
  • Plans and runs upgrades and clones with your testers
  • Monitors integrations and data imports
  • Leads platform incident handling and escalates to ServiceNow
  • Maintains configuration documentation and the baseline
  • Prepares service reviews

Cannot

  • Move changes to production without your approvals
  • Change device data, maintenance schedules or tickets as part of routine operations
  • Use administrative access outside approved, time-bound work
Approvals
Every production change is approved by your named approvers; emergency changes are reviewed with you afterwards.
Notified about
Platform and integration alerts, ServiceNow notices, new requests and approvals.

Auditor or surveyor (read-only)

Internal auditor, accreditation coordinator, surveyor under supervised access

Reviews evidence of equipment management and service operations without changing anything.

Sees

  • Device records, maintenance and repair history within scope
  • Maintenance completion and recall reports
  • Change records for the platform

Does

  • Reads and exports evidence within the scope granted
  • Leaves review notes where enabled

Cannot

  • Change, approve or delete anything
  • Keep access after it expires
Approvals
Their access is approved by the clinical engineering manager or platform owner, with a scope and an end date.
Notified about
Nothing by default.

Permissions at a glance

ActionCE managerIT svc mgrBiomed techRequesterPlatform ownerMoraph teamAuditor
Report problems and request servicesFullFullFullOwn work onlyFullNo accessNo access
Work equipment incidentsFullView onlyOwn work onlyNo accessView onlyNo accessView only
Work IT incidents and requestsView onlyFullNo accessNo accessView onlyNo accessNo access
Complete maintenance work ordersFullNo accessOwn work onlyNo accessNo accessNo accessView only
Set maintenance schedules and risk classesFullNo accessView onlyNo accessNo accessNo accessView only
Edit device recordsFullView onlyOwn work onlyNo accessView onlyNo accessView only
Approve IT changesView onlyApprovesNo accessNo accessApprovesView onlyView only
Change workflows and formsApprovesApprovesNo accessNo accessApprovesFullView only
Run upgrades and clonesView onlyView onlyNo accessNo accessApprovesFullNo access
View platform change recordsView onlyView onlyNo accessNo accessView onlyFullView only
Manage Moraph's administrative accessNo accessView onlyNo accessNo accessFullNo accessView only
  • Full
  • Own work only
  • Approves
  • View only
  • No access

How access is controlled

  • Roles here describe who decides what in the service. Inside ServiceNow, your staff hold ServiceNow roles that match their work, and Moraph's engineers hold only the administrative roles your platform owner grants.
  • Equipment work and IT work are kept separate where they need to be: clinical engineering approves changes to equipment workflows and maintenance, and IT approves its own processes.
  • Moraph does not work your tickets or maintain your devices. Your technicians and service desk do the work; Moraph runs the platform they work in.
  • Moraph's administrative access is reviewed with your platform owner, used only for approved, time-bound work, and recorded in ServiceNow and in Moraph's service records.

Features

What it does

Clinical engineering workflows

Incident, request and work order flows for medical equipment, separate from IT flows where they need to be, configured in ServiceNow to your clinical engineering procedures.

Clinical impact capture

Requests about equipment record the effect on patient care, such as delayed procedures or diverted patients, so work is prioritized on clinical grounds.

Medical device records

Devices held as configuration items or assets in ServiceNow with manufacturer, model, location, risk classification, service contract and network details.

Preventive maintenance scheduling

Maintenance and inspection work orders generated from the intervals your equipment management program sets, with completion tracked.

Downtime tracking

Equipment downtime recorded from report to return to service, by device and location, for operational and committee reporting.

Vendor service tracking

Vendor service calls, reference numbers, visits and parts recorded against the device and its service contract.

Recalls and alerts

Manufacturer recalls and safety notices recorded against affected devices, with work tracked until each device is addressed.

IT service management

Incident, problem, change, request and knowledge management for hospital IT, configured on ServiceNow's standard processes.

Connected device context

Network, operating system and security information for connected medical devices kept with the device, so IT and clinical engineering work from one record.

Service portal and catalog

One portal for clinicians and staff to report problems and request equipment or IT services, with forms written for clinical users.

Instance management

Moraph manages configuration, upgrades, clones and testing of your ServiceNow instances under change control.

Service reviews

Regular reviews of incidents, maintenance completion, changes, integrations and open risks with your IT and clinical engineering leads.

Integrations

How it connects to your systems

Connects toHowWhat flows
Directory and single sign-onStaff sign in through your identity provider, and users, departments and locations come from your directory.In: users, groups, departments and locations.
Existing equipment inventoryDevice data from your current equipment management system or spreadsheets loaded into ServiceNow during onboarding, with ongoing imports where both systems remain.In: devices, maintenance schedules and history.
Network discovery and device security toolsConnected device information from ServiceNow Discovery or medical device security tools you use, matched to device records.In: network addresses, operating systems and vulnerability findings.
Electronic health recordWhere agreed, EHR downtime and application incidents linked to IT workflows, and service desk context for EHR support teams.In and out: incident references and status.
Monitoring and event toolsAlerts from infrastructure and application monitoring turned into incidents in ServiceNow.In: alerts and events from your monitoring tools.
Vendor service portalsVendor service references recorded on work orders, and email or API updates from vendors where they offer them.In: vendor case numbers and updates.
Reporting and data warehouseTicket, device and maintenance data exported to your reporting tools.Out: incidents, work orders, devices and maintenance results.

Each integration is confirmed in discovery and specified in the design. See how an engagement progresses.

Security and privacy

How your data is protected

Single sign-on

Your staff sign in through your identity provider under your multi-factor policies, and Moraph's staff sign in to Moraph systems with multi-factor authentication.

Role-based access

Requesters see their own requests, technicians see their team's work, and Moraph's service team works on configuration rather than tickets.

Controlled privileged access

Moraph's administrative roles are granted by your platform owner, used only for approved work, and keys and credentials cannot be used without explicit, time-bound authorization.

Complete audit trail

Changes to configuration, devices and tickets are recorded in ServiceNow, and every change Moraph makes is linked to its request and approval.

Independent audits

Moraph's operations are audited under SOC 2 Type II and ISO/IEC 27001, and Moraph signs a business associate agreement where tickets may contain PHI. ServiceNow's own assurance reports are available from ServiceNow under its terms.

Data residency

Your instances are hosted in the ServiceNow data center region in your agreement, and Moraph's service records are held in the United States, United Kingdom or Australia region you choose.

Company-wide controls, independent audits (SOC 2 Type II and ISO/IEC 27001) and data residency are described in our Trust Center, where you can request the evidence pack.

Reporting

What you can report on

11 standard reports, grouped by who uses them. Each shows who it is for, how it can be broken down, how it is delivered and what it is used for. The data behind them is also available to your own reporting tools.

Equipment

Equipment downtime

For clinical engineering manager, unit and imaging leaders

Downtime by device, type and location, from report to return to service, with the clinical impact recorded.

Break down by
Device type, Location, Cause, Period
Delivered as
Live dashboard; CSV export
Used for
Finding the equipment that fails most and costs patient care time.

Maintenance completion

For clinical engineering manager, environment of care committee

Scheduled maintenance completed, overdue and not located, by device risk class and period.

Break down by
Risk class, Device type, Site, Period
Delivered as
Live dashboard; PDF for committee packs
Used for
Showing the equipment management program is carried out as planned.

Recall and safety notice status

For clinical engineering manager, risk management

Each recall or notice, the devices affected, and work completed or outstanding on each.

Break down by
Notice, Manufacturer, Status, Site
Delivered as
Live view; PDF export
Used for
Confirming every affected device has been addressed.

Device history

For technicians, surveyors, risk management

The full record for one device: maintenance, repairs, vendor visits, recalls and downtime.

Break down by
Device, Date range, Work type
Delivered as
On request; PDF export
Used for
Answering surveyor or investigation questions about a specific device.

IT service

Open incidents and requests by age

For iT service manager, team leads

Open IT work by priority, age, assignment group and status.

Break down by
Assignment group, Priority, Age band, Status
Delivered as
Live dashboard; CSV export
Used for
Keeping work moving and spotting backlogs.

Major incidents

For iT leadership, platform owner

Major incidents, their clinical and operational impact, cause and follow-up problem records.

Break down by
Service, Cause, Period
Delivered as
Live view; PDF export
Used for
Learning from outages that affect patient care.

Change outcomes

For iT service manager, change advisory board

Changes implemented, failed and backed out, with the services affected.

Break down by
Change type, Service, Outcome, Period
Delivered as
Live dashboard; CSV export
Used for
Reducing changes that cause incidents.

Platform

Platform change log

For platform owner, auditors

Every configuration change Moraph moved to production, with request, approvers, date and outcome.

Break down by
Change type, Approver, Period
Delivered as
Live view; CSV and PDF export
Used for
Evidencing that platform changes followed the approval route.

Integration health

For platform owner, IT service manager

Imports and integrations with their run results, errors and records rejected.

Break down by
Integration, Error type, Period
Delivered as
Live view; service review pack
Used for
Keeping device and user data accurate.

Upgrade readiness

For platform owner, IT and clinical engineering leads

The next ServiceNow upgrade, its effect on your configuration, tests required and test results.

Break down by
Area, Test result, Owner
Delivered as
Service review pack; PDF
Used for
Deciding when to upgrade and what must be tested.

Service review summary

For iT and clinical engineering leadership

A summary of incidents, maintenance, changes, integrations, upgrades and open risks for the period.

Break down by
Period, Area
Delivered as
PDF; scheduled email
Used for
Giving leadership one view of the service.

Exports, access and evidence

  • Operational reports are built in ServiceNow's reporting and dashboards and can be exported to CSV and PDF.
  • Equipment reports are only as complete as the device inventory and the work recorded against it, so inventory accuracy is part of the onboarding work.
  • Platform reports come from Moraph's change, access and incident records alongside ServiceNow's own logs.
  • Reports respect each viewer's ServiceNow roles: requesters see their own requests, and auditors see evidence within their scope.
  • Committee reports can be run as of a past date, and the packs presented are kept with the service records.

Deployment

Where and how it runs

ServiceNow cloud, managed by Moraph

ServiceNow hosts your instances; Moraph configures and operates them under a managed service agreement.

Moraph-managed with your existing instance

If you already run ServiceNow, Moraph can take over administration and add clinical engineering workflows, subject to ServiceNow's terms and a review of the current configuration.

Alongside other Moraph services

Run with Moraph's Medical Device Cybersecurity Hub or Asset Tracking so device security findings and locations feed the same records.

Security controls, independent audits and data residency are set out in our Trust Center. Engagement models and what drives a quotation are on Working with Moraph.

Implementation

What a rollout involves

The general phases are on Working with Moraph. For this product, they involve the following.

Discovery

We review your current IT and clinical engineering processes, tools and data, and any existing ServiceNow instance. We need time with both teams and copies of your equipment inventory and maintenance schedules.

Design

Workflows, categories, routing between IT and clinical engineering, and device data structures are designed with your teams and approved by their owners.

Device data

Your equipment inventory is cleaned, matched to locations and loaded, with gaps and duplicates reported for your team to resolve.

Build and test

Workflows, portal forms and integrations are built in a non-production instance and tested with your technicians and service desk.

Go-live

Teams move to the new workflows in an order you choose, with training for technicians, service desk staff and requesters, and open work migrated or finished by agreement.

Handover to run

Change routes, approvers, review cycles and reporting are agreed, and the platform moves into managed service.

Limitations

What it does not do

Worth knowing before you evaluate it.

  • Moraph is not ServiceNow. The platform belongs to ServiceNow, and ServiceNow's own service commitments, roadmap, upgrade policy and outages apply to it.
  • Subscriptions are subject to ServiceNow's terms, and some workflows described here depend on the ServiceNow products you subscribe to.
  • Moraph runs the platform; it does not repair or maintain your medical equipment. Your clinical engineering team and equipment vendors do that work.
  • Maintenance intervals, risk classifications and alternative equipment maintenance decisions are your organization's, under your equipment management program.
  • Equipment reporting depends on an accurate inventory. Devices not in the inventory, or work not recorded, will not appear in reports.
  • Reporting adverse events to the FDA or manufacturers remains your organization's responsibility; the service can flag possible events but does not report them.
  • Customizations beyond ServiceNow's standard configuration can make upgrades harder; Moraph will tell you when a request carries that cost.
  • Where tickets may contain PHI, your staff need guidance on what to enter; the platform does not prevent PHI being typed into free-text fields.

Evaluation checklist

What to test in a demonstration or pilot

Questions worth putting to us, and to any other vendor you are considering.

  1. Walk a real equipment failure, such as a down scanner, through the proposed workflow from report to return to service
  2. Give Moraph a sample of your equipment inventory and review the data quality findings
  3. Check that your maintenance intervals and risk classes can be represented as your program defines them
  4. Review a sample environment of care committee report built from your data
  5. Ask how a ServiceNow upgrade is planned and tested, and who signs it off
  6. Review how Moraph's administrative access to your instance is granted, logged and reviewed

Questions

Frequently asked questions

We already use ServiceNow for IT. Can you add clinical engineering?

Yes. Moraph reviews your current instance and adds clinical engineering workflows and device records alongside your IT processes, keeping them separate where they need to be.

Does Moraph repair our equipment?

No. Your clinical engineering team and equipment vendors repair and maintain devices. Moraph configures and runs the platform they record their work in.

Can this replace our current equipment management system?

It can, if ServiceNow meets your program's needs once configured. We review that during discovery, and some organizations keep both systems with data imported between them.

Will the reports satisfy surveyors?

The service produces evidence of maintenance, repairs and recalls from what your team records. Whether your program meets accreditation and CMS requirements depends on your program and its records.

Who signs the business associate agreement?

Moraph signs one with you where tickets may contain PHI, and ServiceNow provides its own terms under your subscription.

How is it priced?

As a managed service, usually based on the ServiceNow products in scope and the size of your organization, with subscriptions and onboarding quoted separately. See Working with Moraph for what drives a quotation.

Next steps

Evaluate IT Service Management

Book a demonstration

See the product working with sample data, focused on your workflows.

Request a demonstration

Request a technical briefing

Architecture, integrations, security and hosting, with our engineers and your technical team.

Request a briefing

Factsheet

This page on two sides, to share with colleagues or add to your evaluation file.

Open the factsheet

Buying through a formal procurement? See How to buy for purchasing routes, accessibility conformance reports and company information. Documentation: IT Service Management guides on docs.moraph.com (getting started and security guides are public; setup, administration and integration guides are for client accounts). Support: IT Service Management support guide.

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