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Service Description: Nuvolo Recallsentry CMMS Integration
Overview
This package contains a standard Recallsentry integration that enables the customer to 1) utilize a list view style interface to manage new recalls from Recallsentry, 2) establish an integration between Nuvolo and the customer’s CMMS to automate the Recall Work Order from Recallsentry to the CMMS, and 3) enable API setup from to electronically send the Asset information to Recallsentry. This package provides Risk Managers and Technicians with a highly efficient workflow for managing product recalls and ensures matched recall detail data is attached to the Nuvolo work order.
This addresses critical operational needs for healthcare technology management (HTM) teams with demonstrated integration benefits for Technicians and simple remediation work flow that addresses specific pain points in recall management workflows.
Solution provides Technicians with a seamless workflow from Nuvolo to Recallsentry for managing recall tasks and assigning task owners within the customers CMMS. This workflow reduces the need to login to multiple systems, dual entry and increases data consistency while allowing them to focus on mission critical tasks.
The integration also improves data quality between Nuvolo, Recallsentry and the CMMS ensuring smooth HTM operations resulting in high quality data and analytics across these three systems. Providing the ability to calculate true cost of recall, total cost of ownership, understand in near real time when recalls affect client assets, and increasing the speed to clinical availability resulting in better patient care.
Pre-Requisites
- A fully configured ServiceNow instance
- Nuvolo application release within standard n-1
- Customers must have a Recallsentry account
- Nuvolo Clinical Asset Management must be implemented
- Customer ERP and Asset Management subject matter experts confirms reference data for creating Work Orders in the CMMS system must be pre-configured and available within Nuvolo before integration can proceed. An operational ServiceNow MID Server is required in each ServiceNow instance.
Delivery Guidelines
The identified gap is that the same specific recalled asset information also needs to be researched and entered into the customer CMMS to initiate the Recall Work Order.
- This offering from Equiptrack provides the ability to integrate with an CMMS via web services.
- The integration will post a standard web service payload to create a Recall Event Work Order in the CMMS
- The integration will get Asset details related to additions and retirements of assets.
This offering includes
- One CMMS endpoint utilizing the Equiptrack Web Service Automation Engine
- Standard implementation of the Nuvolo Equiptrack integration
- Configuration of the conditional events to trigger the Equiptrack integration
Implementation Kickoff
The purpose of a kickoff meeting is for the teams to meet and review the implementation process. On or around the time of the kickoff meeting,
Equiptrack will:
- Review project plan with task dates and dependencies.
- Review standard product configuration included in this Service Description.
Customer will:
- Provide admin access to the ServiceNow sub-production instance(s) within the first week of implementation for the Equiptrack implementation team.
- Effectively manage its own employees and have in place proper contracts with third-party suppliers and sub-contractors and ensure all co-operate with Equiptrack as is necessary for the proper performance of the Services.
- Be responsible for coordinating with local technical integration expert or third party CMMS vendors for the proper performance of Services including but not limited to ensuring API documentation and point(s) of contact are shared.
- Be responsible for assigning a Equiptrack application administrator.
- Have local administrator promote all update sets to the production instance.
- Provide a three-tiered environment for development, testing and production use.
- Customer will make a reasonable effort to be available for the scrum call(s) each week.
- Customer is responsible for signing off on all user stories prior to the start of each sprint.
- Customer will make reasonable effort to resolve any stories in a blocked state.
- Customer is responsible for building UAT use cases and leading internal resources through UAT.
- Customer is responsible for providing workflow descriptor, description, and acceptance criteria for defects discovered during UAT.
- Customer is responsible for testing remediated defects within 72 hours of notification.
- Customer will make office, facilities, and conference training rooms available to Equiptrack when onsite as are reasonably necessary for the proper performance of the Services.
- Customer will furnish Equiptrack with true, accurate, and complete information and documents on a timely basis which are reasonably requested by Equiptrack for the proper performance of the Services and Equiptrack’s obligations under this SOW.
- Customer will inform Equiptrack personnel when and at the time any video or other recording is taken of Customer and Equiptrack or a Equiptrack Partner during the engagement, including without limitation meetings and training sessions, and will promptly provide Equiptrack with a copy of such recording.
Equiptrack Integration
The configuration of the Equiptrack integration will enable the customer to initiate a Equiptrack-matched recall work order directly from the Recall Event. This is a standard product offering that once configured, will trigger an addition to the list view style interface to manage recall equipment. On a regular basis asset data related to equipment that are retired or added by the client will be pushed to the Equiptrack Asset Table in order to have the most recent asset list available for recall matching new recalls.
Equiptrack will:
- Configure the Recallsentry Integration properties based on the information provided by the customer
- Provide the customer with information and guidance regarding the configuration settings so the proper information can be provided for the following:
- Configure the following Recallsentry information:
- The Recallsentry API address. Example: rc-api.recallsentry.com
- Company ID
- Subscription ID
- Shared Secret Password
- Recallsentry sign in User ID
- Configure the following Nuvolo settings:
- The API address: INSTANCE_NAME/api/x_nuvo_eam/recallsentry/po/upRecallEvent
- Where INSTANCE_NAMEis the ServiceNow production environment.
- ServiceNow user credentials for Recallsentry authentication.
- The API address: INSTANCE_NAME/api/x_nuvo_eam/recallsentry/po/upRecallEvent
- Unit Test the integration in the sub-production instance
- Configure the following Recallsentry information:
Customer will:
- Provide Equiptrack with Recallsentry subscription and account information
- Test the Recallsentry integration in the sub-production instances
- Assist in coordinating with Equiptrack point of contact(s)
The Web Service Automation Engine is an offering from the Nuvolo Services organization.
- The engine will provide a payload template processor that will merge the data within the Purchase Requisition with the payload template format required by the customer CMMS.
- A condition-based Action Processor will drive the workflow to monitor the state of the Purchase Requisition, which will then trigger the Activity processor.
- The Activity Processor will send the standard purchase payload to the customer CMMS and return the CMMS Purchase Requisition number.
Nuvolo will:
- Configure the Payload Template based on the information provided by the customer.
- ERP Parts Ordering Payload Template Structure should include but not be limited to the following:
- Header Information
- Specific to ERP
- Required Fields
- Specific to ERP
- Line Item Details (minimum)
- Vendor – PartsSource
- PartsSource RefIDs
- PartsSource Order ID
- Additional Parameters
- Examples:
- Shipping preferences
- Payment terms
- Tax codes
- Budget codes
- Project references
- Validation Requirements
- Examples:
- Required field checks
- Format validation
- Business rule compliance
- Budget availability
- Response Structure
- Examples:
- Status
- Confirmation Number
- Errors
- Error Handling
- Error codes
- Error descriptions
- Resolution steps
- Fallback procedures
- Configure the End Point based on the information provided by the customer for Purchase Requisition
- Configure the data script to aggregate the required attributes to be merged with the payload template.
- Configure the endpoint connectivity attributes based on the information provided by the customer. Basic Authentication or OAUTH2 is supported.
- Configure the condition within the Purchase Requisition that will trigger the ERP integration.
- Configure template to include PartsSource RefIDs and Order IDs (appended or prepended to the description)
- Examples:
- Examples:
- Examples:
- Header Information
Customer will:
- Provide and configure a MID Server within your ServiceNow environment if the CMMS is behind their firewall.
- Provide examples of webservice payloads for a standard asset work order in CMMS
- Unit test the integration with the assistance of the CMMS SME.
- Provide the standard Asset Work Order payload required by the CMMS.
- Provide the end point connectivity credentials.
- Provide the condition that should trigger the integration with the CMMS.
- Test the CMMS integration
Integration and User Acceptance Testing (UAT)
Equiptrack will:
- Provide Customer with access to configuration documentation in Equiptrack’s SDLC instance.
- Create acceptance criteria required for testing user stories.
- Create sample use cases for end-to-end process testing.
- Package update sets and appropriate XML data and make available to the Customer for each Development Sprint.
- Conduct daily check-ins with Customer to review UAT progress and document reported issues.
- Review, prioritize, and assign issues into one of the following classifications:
- Defect: There is a flaw with the configuration, which Equiptrack will correct.
- Training: The issue is due to a tester misunderstanding of functionality and will be corrected via training/education.
- Enhancement: The issue submitted is not functionality that was agreed upon and was therefore never configured and is out of scope.
- Make every effort to remediate UAT defects within the UAT period and provide enough time for the Customer to adequately re-test prior to go-live.
Customer will:
- Utilize the core use cases for end-to-end process testing plan.
- Building UAT use cases and leading internal resources through UAT.
- Migrate update sets and appropriate XML data (i.e., configurations) from Sub-Production instance(s) to the Production instance.
- Perform User acceptance testing (UAT), in non-production instance, once configuration and unit testing has been completed.
- Create scenario-based data in sub-production/UAT environment to facilitate UAT.
- Manage Customer’s UAT resources and day-to-day operations.
- Report each issue by documenting:
- A description of the issue
- Steps to reproduce and/or video recording
- Expected results
- Review defect list for accuracy.
- Review each issue during the UAT Check-ins.
- Test/re-test remediated defects within 24 hours of notification.
Equiptrack will:
- Coordinate schedule for production go-live date and time.
- Provide go-live support to include documented deployment plan, side-by-side support as Customer migrates update sets and data into production with regular and mutually agreed upon check-in meetings during migration and regression testing.
- Provide post go-live support for one week to include daily check-in meetings, defect reports, and knowledge transfer to Customer Success team.
- Coordinate a transition to Equiptrack’s Customer Success team.
Customer will:
- Author Customer specific operational policies or work instructions.
- Send the communication plan(s) as developed and scheduled.
- Migrate update sets and data into production.
Change Requests
If there is a change in scope, assumptions, capability discovered during the implementation kickoff then Equiptrack will require a Change Request. Any Change Request signed by both parties shall be effective as of the date set forth therein (each, a “Change Order”). Instances in which a Change Order shall be required include: (1) Customer’s requests for out-of-scope Services; (2) discovery of new information that requires an increase in the scope of Services; or (3) Customer’s failure to fulfill any of its responsibilities if such failure delays the Services or requires Equiptrack to incur additional time or costs in performing Services.
If the parties do not agree on a Change Order, the Engagement shall proceed as originally set forth. If, however, the existing Engagement or any specific Services cannot proceed without an executed Change Order, Equiptrack may suspend Services until the Change Order is executed.
The duration for the setup of the services outlined in this document is up to seven (7) weeks.
Delivery Terms
The duration of this deployment is up to eight (7) weeks. Any additional effort required related to complexity, scope or project duration will be subject to the change request process.
Any activities or tasks not specifically outlined in this Service Description are out of scope.
Customer will provide access requirements and policies required of Equiptrack resources along with onboarding timelines prior to execution of this SOW. Customer acknowledges that all obligations of Equiptrack under this SOW will require Equiptrack (including any subcontractors) to have direct access to Customer’s ServiceNow sub- production instance(s). Administrative access will be required in the sub-production instance(s) only and at no time will Equiptrack have access to the production environment.
Services shall be preconditioned upon Equiptrack receiving such access and proportionately limited to the extent access is denied. Failure to provide timely access may result in timeline delays and costs increase as outlined in this SOW. Additionally, Customer acknowledges that Equiptrack will leverage a mix of onshore and offshore resources in support of the Engagement.
