Why Facility Teams Are Moving to Point of Issue Service Management
The Challenge Facing Facility Teams
Hospitals, universities, and large enterprises are under constant pressure to keep their facilities and equipment operating smoothly. Facility teams juggle thousands of assets—from HVAC systems and fire extinguishers to specialized clinical equipment—that must be regularly inspected, serviced, and kept compliant.
Traditionally, service requests and maintenance workflows have been managed through paper forms, phone calls, or centralized systems that require staff to leave the site of the problem. This disconnect between the point of issue and the point of management often leads to delays, missed service records, and increased downtime.
What “Point of Issue” Service Management Means
“Point of issue” service management flips this model on its head. Instead of relying on after-the-fact reporting or chasing down maintenance logs, facility staff can trigger service actions directly at the physical asset or location itself.
By enabling service requests, inspections, and compliance checks to happen instantly where the issue occurs, facility teams gain:
- Faster response times – Issues are logged and routed in real-time, minimizing downtime.
- Higher accuracy – Data is captured at the source, reducing errors and missing information.
- Improved compliance – Digital service records are automatically tied to the asset, simplifying audits and reporting.
- Better resource use – Teams spend less time tracking and more time fixing, lowering operational costs.
Why Teams Are Making the Shift Now
Several trends are accelerating adoption of point of issue service management:
- Increasing compliance pressure – Regulators and accrediting bodies demand accurate, auditable records for safety and maintenance. One recent such example is Bill 190.
- Rising asset complexity – From smart building systems to connected medical devices, equipment downtime is more costly than ever.
- Workforce efficiency – Facilities teams are stretched thin; they need tools that cut administrative overhead and maximize uptime.
- Integration with existing systems – Modern point of issue platforms complement CMMS and EAM tools (like IBM Maximo, ServiceNow, or Nuvolo), rather than replacing them.
How Openscreen Enables Point of Issue Service Management
Openscreen Track makes point of issue service management simple and scalable by enabling facility teams to place serialized QR codes on any asset. Staff can scan the code with a phone or tablet to:
- Trigger a service request instantly
- Access maintenance history and documentation
- Complete inspections and log results digitally
- Upload pictures and videos demonstrating compliance
- Set time-based reminders for specific assets needing regular inspections
- Ensure compliance records are automatically updated
By connecting the physical world with digital workflows, Openscreen helps facility teams streamline operations, reduce downtime, and create a safer environment for patients, staff, and visitors.
Conclusion
Facility teams are moving toward point of issue service management because the old way—centralized, delayed, and paper-heavy—no longer works in an environment where uptime and compliance are mission-critical. QR-enabled digital workflows provide the visibility and responsiveness modern organizations need.
Now is the time to put service management directly where it belongs: at the point of issue.