LSD Maturity Assessment

  • Release version: Yokohama
  • Updated February 1, 2025
  • 2 minutes to read
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    Summary of LSD Maturity Assessment

    The LSD Maturity Assessment Accelerator is designed to help ServiceNow customers fine-tune their Legal Service Delivery (LSD) product on the platform. Available exclusively to Impact Advanced and Total package customers, it offers prescriptive guidance, leading practices, and a maturity analysis aligned with business outcomes. The assessment identifies gaps in your current LSD implementation based on your company’s specific use cases and provides targeted recommendations to unlock further value from the platform.

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    Key Features

    • Kickoff Session (up to 120 minutes): Sets expectations for the assessment process, defines deliverable scope, and requests necessary data and inputs from your team.
    • LSD Maturity Assessment Questionnaire: Participants independently complete a tailored questionnaire to identify gaps and opportunities in your LSD product usage.
    • Questionnaire Analysis: The Impact Squad reviews results, compiles tailored recommendations, and shares leading practices to help maximize your LSD investment.
    • Assessment Report: Includes a maturity score, top five recommendations for unadopted features, additional initiatives or accelerators, and a comprehensive list of actionable suggestions.
    • Customer Readout Session (up to 120 minutes): Presents assessment findings, discusses recommendations, and proposes a plan with resources to guide your implementation decisions.
    • Follow-up Session (up to 60 minutes): Provides an opportunity for Q&A and additional guidance on best practices as needed.

    Customer Participation and Requirements

    Effective participation involves designated customer resources, primarily:

    • Platform Owner (required): Oversees ServiceNow platform accountability, provides leadership and governance, and ensures alignment with business strategy and roadmap.
    • System Administrators (optional): Manage platform stability, application maintenance, support case management, and configuration tasks related to ServiceNow releases.

    Specific data and access requests will be communicated during the kickoff session. Note that availability and implementation support may be restricted in certain environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted setups, or for managed service providers beyond internal use.

    Key Outcomes

    • Clear understanding of your LSD product maturity relative to business outcomes.
    • Identification of key gaps and prioritized recommendations tailored to your use cases.
    • A practical roadmap to adopt new features and initiatives that drive greater value from your LSD implementation.
    • Access to expert guidance and leading practices to maximize ServiceNow Legal Service Delivery investments.

    This Accelerator provides guidance on fine-tuning your Legal Service Delivery (LSD) on the ServiceNow platform.

    Accelerator overview

    Legal Service Delivery Maturity Assessment provides Impact Advanced and Total Customers with prescriptive guidance, leading practices content, and a maturity analysis of their ServiceNow instance. The Accelerator provides a base-level understanding of maturity tied to business outcomes being driven. The Accelerator aims to assess gaps with your LSD product implementation based on your company’s use cases with targeted recommendations on what to tackle next to unlock further value in the platform.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    What You Get

    LSD Maturity Assessment kickoff session (up to 120 minutes)
    • Set expectations on the process and depth of deliverable
    • Communicate expectations for customer participation
    • Request data and any other inputs
    LSD Maturity Assessment questionnaire
    Your assessment participants are asked to independently fill out a prebuilt LSD Maturity Assessment questionnaire that asks targeted questions to assess gaps and opportunities with your LSD product.
    Questionnaire results analysis (time as needed determined by the Impact Squad)
    The Impact Squad performs the following:
    • Reviews and analyzes the questionnaire scores
    • Compiles tailored recommendations and leading practices
    • Provides guidance that helps you understand how to best maximize your LSD product investment
    LSD Maturity Assessment Report
    The assessment report is a result of the questionnaire and input from ServiceNow LSD leaders and includes the following:
    • Maturity score
    • The top five recommendations of unadopted product features for LSD
    • Additional initiatives or Impact Accelerators to conduct, or specific recommendations to achieve outcomes
    • A complete list of recommendations observed
    Customer readout session (up to 120 minutes)
    • Deliver the LSD Maturity Assessment report
    • Review the LSD Maturity Assessment report:
      • Present the assessment results
      • Discuss targeted recommendations
      • Provide a suggested plan and resources to help you decide which recommendations to implement
    Follow-up Session (up to 60 minutes)
    • Opportunity for Q&A related to the LSD Maturity Assessment
    • Provide additional guidance on leading practices, as needed

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrators Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. ✓

    Requested information / access

    Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers, except for their internal use.

    ServiceNow resources are not responsible for implementing LSD recommendations on Customer’s non-production or production instances.