Legal Service Delivery
Summarize
Summary of Legal Service Delivery
ServiceNow® Legal Service Delivery offers a unified platform that bridges employees requesting legal support and legal teams providing those services. It streamlines legal requests through guided workflows, enabling employees to submit requests easily and allowing legal teams to automate routine tasks and focus on complex matters. The Legal Counsel Center provides legal teams with visibility into requests, prioritized work queues, and practice-specific tools for managing complex legal affairs efficiently.
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Key Features
- Legal Practice Apps Core: The foundational application required for all legal practice applications within the suite.
- Legal Request Management: Centralized, omni-channel platform for employees to submit and track legal requests, access knowledge articles, and manage privileged communications with attorney-client confidentiality controls.
- Legal Matter Management: Manages complex legal requests requiring cross-departmental collaboration, document storage, milestone tracking, and maintains record-level security including privileged communication capabilities.
- Practice-Specific Applications: Including Legal Content Review, Legal Digital Forensics, Legal Investigations (with anonymous complaint intake), Legal Simple Contracts, Legal Simple Privacy, Legal Hold Notification, and Legal Simple Compliance applications to address various legal service needs.
- Now Assist for Legal Service Delivery: Uses generative AI to summarize legal requests and matters, enhancing request fulfiller productivity.
- Legal Counsel Center: A centralized workspace for lawyers to manage and resolve legal issues quickly with full context.
- External Legal Service Center: Enables external users such as customers and partners to contact the organization for legal information, fostering transparency and compliance.
- Performance Analytics Content Pack: Provides dashboards and reports for legal executives and practice leads to monitor request volumes, SLA compliance, and team performance for data-driven decision making.
- Legal Virtual Agent Conversations: Predefined and customizable chat topics for automated employee engagement and self-service on legal requests.
- Mobile Experience: Now Mobile app allows employees to submit and track legal requests on mobile devices; Mobile Agent app empowers legal teams to manage requests and matters remotely.
- Domain Separation Support: Supports Basic-level domain separation to ensure data segregation where required.
Benefits
- Delivers self-service legal support for employees, resulting in faster request resolution.
- Enables legal departments to prioritize and focus on complex high-value legal affairs.
- Provides operational insights and efficiency improvements through Performance Analytics dashboards tailored for legal operations.
- Facilitates secure handling of privileged and confidential communications, protecting sensitive legal information.
- Supports compliance management including legal holds, conflict of interest disclosures, gifts and entertainment compliance, and stock preclearance.
Practical Use for ServiceNow Customers
Legal Service Delivery empowers ServiceNow customers to standardize and automate legal service workflows, improving responsiveness and reducing manual effort. By leveraging the suite’s comprehensive applications and AI-enhanced tools, organizations can streamline legal request intake, manage complex matters securely, and gain actionable insights through analytics. The mobile and virtual agent capabilities ensure continuous engagement and accessibility for both employees and legal teams. This solution supports compliance and confidentiality requirements critical for in-house legal operations, making it a strategic asset for enterprise legal departments.
ServiceNow® Legal Service Delivery provides a unified experience between the employees requesting legal support and the legal teams serving them.
Employees can request legal services from an interface with a guided intelligent workflow. Legal departments can automate or streamline routine legal requests so they can focus on higher value work.
The legal teams can use the ServiceNow® Legal Counsel Center that provides request visibility, a prioritized work queue, and practice-specific tools to manage complex legal affairs.
The following video provides an overview of Legal Service Delivery.
Benefits
- Provide employees with self-service experiences and faster resolution of legal requests
- Enable the legal department to focus on and prioritize time on more complex business affairs
- Gain insight to operations and drive efficiencies through Performance Analytics Legal Executive and Legal Operations dashboards.
Legal Service Delivery applications
- Legal Practice Apps Core
- Legal Practice Apps Core is a required application for using all legal practice applications.
- Legal Request Management
The ServiceNow® Legal Request Management application provides a single, unified mechanism for employees to get all the information, services, and help that they need from the legal department. Employees can submit legal requests, monitor their progress, and read legal knowledge base articles—all through an omni-channel experience across portal, mobile, and virtual agent channels.
Fulfillers can also designate requests as privileged and confidential using Attorney Client Privilege feature. When privileged and confidential is enabled, the system restricts access to authorized stakeholders, and marks communications with confidentiality banners. For more information, see Attorney-Client Privilege.
Legal Request Management is the core application in the Legal Service Delivery suite. All other applications that you choose to install require the installation of Legal Request Management.
- Legal Matter Management
- The ServiceNow®
Legal Matter Management application enables you to complete legal requests that need cross-departmental tasking and workflow with a mechanism to store documents and track important milestones. With its
embedded record level security, you can maintain the confidential and sensitive information of each record.
Matter templates help you with standardized process and workflow for various matter types.
Matter owners and fulfiller can also designate requests as privileged and confidential using Attorney Client Privilege feature. When privileged and confidential is enabled, the system restricts access to authorized stakeholders, and marks communications with confidentiality banners. For more information, see Attorney-Client Privilege.
Legal Practice Applications
- Legal Content Review
- The ServiceNow® Legal Content Review application provides a mechanism to raise a legal review request of any marketing material, collateral, or presentation contents and to resolve the issues.
- Legal Digital Forensics
- The ServiceNow® Legal Digital Forensics application enables you to handle digital forensics requests for data discovery related to custodial and non-custodial data sources that are subject to investigations or litigation.
- Legal Investigations
- The ServiceNow® Legal Investigations application enables the Legal department in your organization to accept internal complaints through a simple intake process. Employees can submit complaints either by name or anonymously through the Anonymous Reporting Center portal. The legal team can conduct legal investigations, including conducting interviews, gathering evidence, and preparing final reports with recommended actions to address these complaints.
- Legal Simple Contracts
- The ServiceNow® Legal Simple Contracts application enables employees to submit legal requests for getting legal support and guidance for contracts. For example, they can submit legal requests for the creation of Non-disclosure Agreement (NDA) documents with third parties or the review of sales contracts or third-party contracts. The legal department can manage and process them from a centralized location.
- Legal Simple Privacy
- The ServiceNow® Legal Simple Privacy application provides a mechanism to raise a Privacy Assessment request to resolve privacy related concerns.
- Legal Hold Notification
- The ServiceNow® Legal Hold Notification application helps organizations manage their legal obligations to preserve relevant information when a legal hold is issued. It enables you to submit a legal hold matter, add custodians, send notices, and close the legal hold matter, to ensure legal and regulatory compliance.
Legal Simple Compliance
The ServiceNow® Legal Simple Compliance application provides prebuilt legal workflows to submit and manage legal compliance requests. The Legal Simple Compliance includes the following applications.
- Gifts and Entertainment Compliance
- The ServiceNow® Gifts and Entertainment Compliance enables you to manage disclosures from employees giving or receiving gifts or entertainment to internal or external parties to ensure they comply with company policies.
- Legal Conflict of Interest
- The ServiceNow® Legal Conflict of Interest application enables you to manage the disclosure, approval, and registry of conflict of interests that might arise from employees having competing interests or loyalties.
- Legal Stock Preclearance
- The ServiceNow® Legal Stock Preclearance application enables you to manage stock preclearance requests complying with the company’s stock preclearance policy. You can set up trading windows, manage an access list, and approve or reject stock preclearance requests.
Now Assist for Legal Service Delivery (LSD)
Use the ServiceNow® Now Assist for Legal Service Delivery (LSD) application to summarize a legal request or legal matter. Request fulfillers can understand the context, refresh the summary, and post the summary to work notes more quickly with generative AI.
Legal Counsel Center
The ServiceNow® Legal Counsel Center application enables lawyers to solve issues faster with a workspace built to facilitate resolutions. From a single view, get the full context of legal issues to resolve them quickly.
External Legal Service Center
The ServiceNow® External Legal Service Center application enables external users like customers, partners, and the public to directly contact your organization for legal information. They can ask for clarifications, submit concerns, and get the legal information they need. This access fosters trust and shows organization's commitment to accountability and legal compliance.
Performance Analytics Content Pack for Legal Service Delivery
- Performance Analytics Content Pack for Legal Service Delivery Performance Analytics Legal Executive dashboard
- Use the Performance Analytics Legal Executive dashboard to get an insight into how your team and business are performing for resolving legal service requests. General counsel and practice area leads can make data-driven decisions through insights into legal operations using various preconfigured reports and metrics. You can view the details for top request categories, requests by user locations, practice area, and requesting department, SLA compliance of legal requests and legal matters, average number of requests handled per attorney, and average time to close legal requests and legal matters over time.
Virtual Agent for Legal Service Delivery
- Legal Virtual Agent Conversations
- The ServiceNow® Legal Virtual Agent Conversations application provides predefined conversation topics to enable automated chats with employees seeking legal services. You can build new topics or customize predefined topics to handle common legal requests from employees or guide them through self-service tasks.
Mobile experience for Legal Service Delivery
- Now Mobile app
- The Now Mobile app enables your employees to get legal information and support through their mobile device. They can submit legal requests, track the status of requests, and read knowledge articles.
- Mobile Agent app
- The Mobile Agent app enables the legal department users to resolve legal requests and legal matters assigned to them using the Mobile Agent app.
For more information, see Legal Mobile.
Domain separation for Legal Service Delivery applications
The Legal Service Delivery applications support domain separation at the Basic level. For more information, see Domain separation and Legal Service Delivery. For more information on support levels, see Application support for domain separation.
Helpful resources
ServiceNow Community
- Connect with other Legal Service Delivery users at ServiceNow Community.
ServiceNow University
- Access real-time courses, self-paced training, and career resources, such as Legal Service Delivery (LSD) Essentials and more, from ServiceNow University.