IT Service Management

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.

Who it’s for

• 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

1. ReportClinicians 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.
2. RepairClinical 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.
3. MaintainPreventive maintenance and inspections are scheduled from the inventory on the intervals your equipment management program sets, and completion is tracked.
4. RunMoraph operates the ServiceNow instance: managing configuration and upgrades, handling change requests, monitoring integrations and keeping the configuration documented.

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.

Clinical engineering manager

Owns equipment workflows, maintenance programs and the device inventory

IT service manager

Owns IT workflows, the service desk and the ServiceNow process design

Biomedical technician

Works equipment incidents and maintenance work orders

Requester

Clinicians and staff who report problems and request services

Platform owner

Your executive or manager accountable for the ServiceNow platform and its roadmap

Moraph service team

Configures, upgrades and operates ServiceNow on your behalf

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.

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.

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.

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.

• 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.

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