Case Study: Novartis achieves scalable, unified global vendor risk management with ServiceNow

How Novartis manages global risk at scale

Novartis, a global pharmaceutical leader serving 750 million customers, faced the challenge of managing risk across more than 80,000 third-party vendors in 155 countries. With regulatory, security, environmental and human-rights obligations mounting, the company needed a unified, flexible framework to eliminate fragmented workflows and ensure consistent oversight across multiple risk areas.

To address this, Novartis implemented ServiceNow’s Vendor Risk Management in 2018, piloting in Mexico and then expanding globally. The end-to-end platform—adapted with targeted customizations—streamlined third-party risk processes, reduced costs, improved scalability and positioned Novartis for future AI-driven automation; key success factors included executive sponsorship, early preparation, IT delivery support and a collaborative partnership with ServiceNow.

Novartis

Naveeda Mukhtar

Solution Design Lead, ServiceNow Business Solutions