ServiceNow Modules · Lesson

Healthcare & Life Sciences

Quick answer

Healthcare and Life Sciences Service Management tailors the platform for providers, payers and life-sciences organisations. It brings service-management rigour to patient services, clinical operations and administrative processes, with a data model and workflows that respect the sensitivity and compliance demands of healthcare.

Key takeaways

What it covers
Where it connects
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Healthcare and Life Sciences Service Management tailors the platform for providers, payers and life-sciences organisations. It brings service-management rigour to patient services, clinical operations and administrative processes, with a data model and workflows that respect the sensitivity and compliance demands of healthcare.

What it covers

Patient & member services, a case model for requests, referrals and support.
Clinical device management, manage connected medical equipment (with EAM).
Provider & administrative workflows, credentialing, onboarding and operational cases.
Life-sciences operations, support R&D and manufacturing processes.

Compliance is the differentiator. Healthcare data is highly regulated. HCLS pairs workflow with the platform's security and GRC controls so patient information is handled to standard, the reason a generic case tool won't do.

Where it connects

HCLS builds on CSM patterns for the case model, uses EAM/FSM for medical device maintenance, and integrates with clinical systems of record rather than replacing them.

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Check your understanding

HCLS is tailored for...
- A. Providers, payers and life sciences
- B. Telecom carriers
- C. Retail chains
Show answer
A. Providers, payers and life sciences
It serves healthcare providers, payers and life-sciences firms.
The key differentiator for HCLS is...
- A. Compliance and data sensitivity
- B. Cheaper hardware
- C. Gaming features
Show answer
A. Compliance and data sensitivity
Regulated patient data drives built-in compliance controls.
Medical device maintenance in HCLS uses...
- A. EAM / FSM
- B. CPQ
- C. Discovery only
Show answer
A. EAM / FSM
Connected devices are managed with EAM and serviced via FSM.

Frequently asked questions

What does the term Healthcare & Life Sciences Service Management refer to in ServiceNow?

Healthcare and Life Sciences Service Management tailors the platform for providers, payers and life-sciences organisations.

What is the practical takeaway on Healthcare & Life Sciences Service Management?

HCLS builds on CSM patterns for the case model, uses EAM/FSM for medical device maintenance, and integrates with clinical systems of record rather than replacing them.

What is worth remembering about Healthcare & Life Sciences Service Management in practice?

Patient & member services, a case model for requests, referrals and support. Clinical device management, manage connected medical equipment (with EAM). Provider & administrative workflows, credentialing, onboarding and operational cases.