Legal Service Delivery

  • Release version: Washingtondc
  • Updated August 1, 2024
  • 5 minutes to read
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    Summary of Legal Service Delivery

    ServiceNow® Legal Service Delivery offers a streamlined experience for employees requesting legal support and for legal teams providing it. Employees can utilize a guided workflow to submit legal requests, while legal departments can automate routine processes to concentrate on more complex issues.

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    Key Features

    • Legal Practice Apps Core: A foundational application for accessing all legal practice applications.
    • Legal Request Management: Centralized platform for employees to submit requests, monitor progress, and access knowledge articles through various channels.
    • Legal Matter Management: Facilitates cross-departmental workflows, document storage, and milestone tracking with robust security.
    • Specialized Applications: Tools for managing conflicts of interest, content reviews, digital forensics, investigations, contracts, privacy assessments, stock preclearance, and compliance with gift policies.
    • Legal Counsel Center: A workspace for legal teams to resolve issues efficiently, providing context for legal matters.
    • Performance Analytics: Dashboards and reports for insights into legal operations, enabling informed decision-making.
    • Virtual Agent: Predefined conversation topics for automated interactions, enhancing self-service capabilities.
    • Mobile Access: Employees and legal teams can manage requests and access information via the Now Mobile and Mobile Agent apps.

    Key Outcomes

    Legal Service Delivery enhances operational efficiencies by empowering employees with self-service options and providing legal teams with tools to prioritize and manage complex tasks effectively. Customers can expect improved resolution times for legal requests and valuable insights into their legal operations through analytics and dashboards.

    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 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 the request visibility, prioritized work queue, and practice-specific tools to manage complex legal affairs.

    The following video provides an overview of Legal Service Delivery.

    Benefits

    Legal Service Delivery enhances your organization’s in-house counsel and legal teams processes by enabling self-service for employees driving operational efficiencies and providing actionable insights.
    • Provide employees with self-service experiences and faster resolution of legal requests
    • Enable 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 Service Delivery includes the following key applications:
    Legal Practice Apps Core
    The Legal Practice Apps Core app 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, read legal knowledge base articles—all through an omni-channel experience across portal, mobile, and virtual agent.

    Legal Request Management is the core and required application in the Legal Service Delivery suite. All other applications that you choose to install rest on top 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.

    Legal Practice Applications

    Legal practice applications in the Legal Service Delivery suite provide solutions for the specific needs of different legal practice areas.
    Legal Conflict of Interest
    The ServiceNow® Legal Conflict of Interest application enables you to manage the disclosure, approval, and registry of conflict of interest that might arise from employees having competing interests or loyalties.
    Legal Content Review
    The ServiceNow® Legal Content Review provides a mechanism to raise a legal review request of any marketing materials, collaterals, or presentation contents and 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 provides a mechanism to raise a Privacy Assessment request to resolve privacy related concerns.
    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 persons list, and approve or reject stock preclearance requests.
    Gifts and Entertainment Compliance
    The ServiceNow® Gifts and Entertainment Compliance enables you to manage the disclosure that might arise from employees giving or receiving gifts or entertainment to internal or external parties. This also enables you to comply with company policies.

    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.

    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 pre-configured 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 the predefined topics to handle common legal requests from employees or guide them through self-service tasks.

    Mobile experience for Legal Service Delivery

    You can use the following ServiceNow® mobile apps to work on the Legal Service Delivery applications.
    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 and track the status of requests, and read knowledge articles using the Now Mobile app.
    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 a deeper understanding of the support levels, see Application support for domain separation.