Healthcare Computerized Maintenance Management System - Reviewing AEM request scenario

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Healthcare Computerized Maintenance Management System - Reviewing AEM Request Scenario

    The Healthcare Computerized Maintenance Management System (Healthcare CMMS) application facilitates reviewing and managing maintenance plans for medical device models, such as MRI devices, within healthcare organizations. This process enables hospital contributors to submit Alternative Equipment Maintenance (AEM) requests and clinical engineers to review and update maintenance schedules accordingly.

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    Important: Starting with the Xanadu release, Healthcare CMMS is being prepared for deprecation. It will be hidden and not activated on new instances but remains supported. For ongoing maintenance and servicing workflows, customers should transition to the Clinical Device Management application.

    How AEM Request Review Works

    • A hospital device organization contributor submits an AEM request form via the customer service portal, specifying the medical device model and desired changes to the maintenance plan.
    • Upon creation of a medical device AEM case in ServiceNow, the Healthcare CMMS workflow triggers a configured playbook tailored for AEM cases.
    • The case is assigned to a clinical engineer with the snhclscmms.clinicalengineer role, who uses the Healthcare CMMS Workspace to review the case.
    • Within Workspace, the clinical engineer accesses detailed device and request information via the Details tab and manages the review steps using the Playbook tab, which provides focused visibility on assigned tasks and the overall process lifecycle.
    • The clinical engineer reviews and submits the AEM request for approval, then updates the maintenance plan by removing the old schedule and adding the new one once approved.
    • All AEM request tasks in the playbook are completed, and the medical device AEM case is closed to finalize the process.

    Benefits for ServiceNow Customers

    • Streamlines the review and approval process for changes to medical device maintenance plans, ensuring timely and accurate updates.
    • Provides clinical engineers with a structured workspace and playbook for efficient case management.
    • Maintains compliance and operational continuity by managing alternative maintenance schedules through an auditable workflow.
    • Supports a smooth transition path as Healthcare CMMS phases out, encouraging adoption of Clinical Device Management for future maintenance and servicing needs.

    Use the Healthcare Computerized Maintenance Management System (Healthcare CMMS) application for reviewing the existing maintenance plan related to a medical device model.

    Important:
    Starting with the Xanadu release, Healthcare Computerized Maintenance Management System is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    To use maintenance and servicing workflows or inventory and management workflows, please see Clinical Device Management.

    Scenario: A hospital needs to review the existing maintenance plan for all the MRI devices associated with a medical device model. A device organization contributor who works at the hospital location submits the request form for the alternative equipment maintenance (AEM) from the customer service portal of the hospital. The AEM request form shows the medical device models that have been selected to allow alternate maintenance in the form. In the AEM request form, the contributor enters the requester organization, medical device model, and other details, and suggests making changes to the maintenance plan schedule. When a medical device AEM case is created in the ServiceNow instance, the Healthcare CMMS workflow initiates a playbook configured for the medical device AEM cases. The case gets assigned to a clinical engineer who acts as a fulfiller with the sn_hcls_cmms.clinical_engineer role.

    The following graphic shows how the Healthcare CMMS application is used for AEM request review scenario.

    Figure 1. Using the Healthcare CMMS application for reviewing an AEM request
    Workflow for AEM request for medical device models using the Healthcare CMMS application. For the text description, refer to the workflow steps.

    The following workflow steps elaborate how the clinical engineers with the sn_hcls_cmms.clinical_engineer role use the Healthcare CMMS application to review the AEM request for a medical device model:

    1. Uses the Workspace to view the medical device AEM case.
    2. In Workspace, views the complete information about the medical device model and AEM request details from the Details tab.
    3. Selects the Playbook tab to view all the necessary case-related information.

      The layout of a playbook enables clinical engineers to focus on the steps they’re responsible for, while providing full visibility into the end-to-end process life cycle.

    4. Reviews the AEM request details and submits the AEM request for approval.
    5. After the changes to the AEM request are approved, removes the medical device model from the existing maintenance plan.
    6. Adds a new plan with the updated maintenance schedule.
    7. Ensures that all AEM request tasks are set to complete in the playbook and closes the medical device AEM case.