Use Case
Epic + ServiceNow Integration
The Problem
The Challenge
Health systems running Epic alongside ServiceNow face a persistent integration gap — clinical incidents, IT service requests, and device management operate in separate systems without clinical context flowing between them. When a nurse submits a ticket about a malfunctioning infusion pump, the IT service desk sees a hardware ticket — not a clinical safety issue affecting patient care. Escalation paths don't reflect clinical urgency. Device lifecycle management is disconnected from clinical workflows.
Our Approach
How Selah Approaches This
We architect bidirectional integration between Epic and ServiceNow ITSM/CSM, routing clinical context into IT workflows so that service desk teams understand the clinical impact of incidents. Clinical device data flows from Epic into the ServiceNow CMDB, enabling IT teams to prioritize based on patient safety — not just SLA timers. Automated escalation rules account for clinical urgency, unit census, and device criticality.
Technology
The Architecture
ServiceNow ITSM and CSM serve as the IT operations layer, with Epic FHIR R4 APIs providing the clinical data feed. Integration Hub orchestrates bidirectional data flows, ensuring clinical context appears in IT incident records and device lifecycle events are visible to clinical teams.
Deliverables
What You Get
- Bidirectional Epic-ServiceNow integration
- Clinical context in IT incident records
- Automated escalation based on clinical priority
- Device lifecycle management with EHR linkage
Ready to Start?
Most healthcare IT projects fail because of who's not in the room.
At Selah, you talk to the person who will actually do the work — from the first call to go-live. No account managers. No bait-and-switch. No surprises.