IT Service Management

Principal workflows

• 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.
• 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.
• Maintain: Preventive maintenance and inspections are scheduled from the inventory on the intervals your equipment management program sets, and completion is tracked.
• Run: Moraph operates the ServiceNow instance: managing configuration and upgrades, handling change requests, monitoring integrations and keeping the configuration documented.

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

Reporting

• Equipment downtime and clinical impact
• Maintenance completion by risk class
• Recall and safety notice status
• Open IT incidents and requests by age
• Platform changes, integrations and upgrades
• Service review summaries

Features

• 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

• Directory and single sign-on: Staff sign in through your identity provider, and users, departments and locations come from your directory.
• Existing equipment inventory: Device data from your current equipment management system or spreadsheets loaded into ServiceNow during onboarding, with ongoing imports where both systems remain.
• Network discovery and device security tools: Connected device information from ServiceNow Discovery or medical device security tools you use, matched to device records.
• Electronic health record: Where agreed, EHR downtime and application incidents linked to IT workflows, and service desk context for EHR support teams.
• Monitoring and event tools: Alerts from infrastructure and application monitoring turned into incidents in ServiceNow.
• Vendor service portals: Vendor service references recorded on work orders, and email or API updates from vendors where they offer them.
• Reporting and data warehouse: Ticket, device and maintenance data exported to your reporting tools.

Deployment

• 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 and privacy

• 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.

Limitations

• 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.

Next steps

Book a demonstration or a technical briefing at www.moraph.com/solutions/it-service-management. Purchasing routes and company information: www.moraph.com/how-to-buy.