Banner Health streamlines vendor management across the organization

  • ServiceNow Blog
  • Customer Stories
  • Solutions
  • 2022
September 20, 2022

Vendor management: smiling healthcare worker in lab coat sitting in front of a computer

Healthcare organizations face myriad risks, from data privacy and corporate compliance to medical malpractice and environmental safety. With more than 30 hospitals and numerous specialized facilities across six states, US nonprofit Banner Health had different vendor management processes across the organization.

“I wanted Banner Health’s teams to work together efficiently,” says Cameron Nickerson, IT vendor management director at the health system. “If one of my risk analysts identified a risk with a particular vendor, I wanted our contracting resource to be aware of that risk. I also wanted to ensure our customers had a seamless user experience, with one spot to go to for tasks, such as filling out a risk assessment.”

Priority one, Nickerson added, was getting the workflow right and making sure the solution worked for both customers and the vendor lifecycle management team.

An integrated vendor management solution

Banner Health wanted a solution that would integrate with its existing technology and provide flexibility for future integration with third-party tools. The organization already used technology from ServiceNow partner BitSight for risk scoring and had enlisted Edgile for ServiceNow implementation support and third-party risk management program support.

The health system chose ServiceNow Vendor Risk Management as its vendor lifecycle management tool. The ability to integrate BitSight on the Now Platform allowed the organization to establish a roadmap to merge the functionality of multiple providers into its long-term risk remediation program.

Edgile, a Wipro company and ServiceNow elite partner, managed the implementation in collaboration and coordination with Banner Health. Brian Rizman, partner at Edgile, emphasized the importance of not customizing the solution to:

  • Simplify maintenance

  • Enable future software updates

  • Add new functionality over time

Edgile built a minimum viable product to get Banner Health up and running quickly with a functional tool. The health system added its teams to the same workflow one by one. Now, Nickerson's team can effortlessly connect with different groups in the organization when they need approval from an IT leader on a nonstandard request or a contract reviewed by the legal department.

Enhanced support through collaboration

Although Banner Health hasn’t completed its ServiceNow Vendor Risk Management implementation, the solution has already helped enable better support for different teams within the organization. The health system is working to ensure information being collected is shared with appropriate groups within Banner Health.

The organization also aims to map vendor risk assessments back to compliance requirements, as well as integrate Vendor Risk Management with integrated risk management.

Banner Health plans to continue to build on its ServiceNow implementation by integrating its intake and demand processes. Nickerson’s goal is to enable information sharing across the enterprise and ensure an optimal customer experience, making certain the system is easy for its employees and clinicians to use.

Find out more in our Knowledge session, Managing third-party and supplier risk with ServiceNow VRM and IRM.  Registration is free.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.
  • The role of the manager: a manager and employee in conversation on a couch
    Employee Experience
    4 ways Manager Hub simplifies the role of the manager
    As the connective tissue between an organization and its employees, the role of the manager is more complex, and more important, than ever before. Learn more.
  • How delivery giant Yamato uses data science: uniformed Yamato delivery worker
    Customer Stories
    Delivery giant Yamato uses data science to drive growth
    Maintaining operational excellence while dealing with a surge in orders is a key pillar of Yamato’s digitization strategy—one that relies on data science.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year