ServiceNow Legal Service Delivery Webinar Notes

Housekeeping and Introduction

• Webinar Format

  • All lines except the speaker are muted
  • Questions via Zoom Q&A feature
  • Use chat for everyone not just the host
  • Webinar recording will be available on ServiceNow Community website

• Webinar Topic

  • Digital transformation of ServiceNow’s legal operations using ServiceNow Legal Service Delivery product
  • Discussion of current product state and potential road map items

Speakers

• Ashley Sudcamp

  • Senior Director of Legal Operations at ServiceNow
  • Leads digital transformation efforts within legal

• Justina Young

  • Legal Service Delivery Solution Consultant at ServiceNow
  • Moderates the session, discussing product overview and customer insights

Agenda

• Importance of structured intake and insight in legal operations
• Brief product overview
• Detailed conversation with Ashley about ServiceNow's journey with Legal Service Delivery
• Q&A session

Legal Service Delivery Product Overview

• Customer Needs

  • Centralized structured system to optimize resource use
  • Drive efficiencies via self-service
  • Provide end-to-end insight and data

• Product Features

  • Employee Center (Legal Front Door): Multi-department portal for legal queries
  • Integrations: E-signature (DocuSign, Adobe Sign), document management, and e-billing
  • Legal Counsel Center: Landing page for legal work prioritization
  • Dashboards: Legal operations and executive dashboards for visibility and insight

Implementation and Adoption

• Starting Point

  • Began with basic intake form for legal vendor engagement
  • Focus on harvesting data for transparency and decision-making

• Change Management

  • Surveys and meetings to gather feedback from all levels within the legal team
  • Clear communication of objectives and key results (OKRs)
  • Involvement of practice groups and legal professionals in development and testing

• Driving Adoption

  • Utilize legal counsil center for comprehensive view of cases
  • Encourage practice group specific workflows and continuous evaluation

Challenges and Future Directions

• Handling Resistance

  • Engaging champions within the team to advocate for the system
  • Transparency and clear communication about benefits

• Future Goals

  • Get 100% of legal team using Legal Counsel Center
  • Focus on generative AI and integration with new technologies
  • Continue feedback loops with the product team for improvements

Event Promotion

• Upcoming events such as the Knowledge 24 conference and CLOK participation

Q&A Highlights

• Implementation time frame and process
• Integration options with existing systems (e.g., SharePoint)
• Handling of attorney-client privileged information
• Training and support structures for scaling adoption

Conclusion

• Open invitation for further questions and discussions
• Emphasis on the collaborative journey in digital transformation within legal operations.