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.


  • Knowledge 2023 takeaways: a group of women raising their hands
    4 takeaways from Knowledge 2023
    Knowledge 2023 united thousands of ServiceNow customers and colleagues at the first single global user conference in three years. Here are four key takeaways.
  • DEI data analytics: group of diverse workers in conversation
    Using DEI data analytics to know where we are and to strategize
    It's impossible to truly embody DEI without first knowing the current state through DEI data analytics. Find out how ServiceNow uses DEI data.
  • Wide view of thousands of people seated to hear the Knowledge 2023 keynote
    Knowledge 2023 keynote recap: Putting yes to work
    The Knowledge 2023 keynote in Las Vegas was standing room only. Against the theme of “Putting Yes to Work,” speakers shared well-honed insights. Learn more.

Trends & Research

  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results
  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • Digital innovation: three workers looking at a computer monitor
    AI and Automation
    Survey says digital innovation is the way to navigate macro uncertainty