hey shaath welcome good morning good morning shaat I'm excited to hear you guys we excited today yes we are all right I'm gonna go ahead and kick things off and so we do have a few housekeeping items as we begin this webinar the first is um all lines except for the speaker have been muted and if you have any questions we encourage you to use the Q&A feature that's a part of zoom and if you do want to chat make sure you chat for everyone and not just the host and panelist uh and finally this webinar is being recorded and you're going to be able to get access to their recording um in a few days on our service now Community website so today our webinar is about how we did it how service now um was able to digitally transform its legal operations using the service now Legal Service delivery product before we begin um we are planning to talk about you know everything that's current state in the product but you know our conversation May Venture into items that are on the road map so we do need to put you on appropriate notice and if it is something on the road map we will make sure we pause and make sure we delineate that this is not something that's a current feature of the product and finally we are participating in a webinar um as a part of the live on now service now series if you want to Pro see other series that we're hosting other webinars and other events that we're have have doing please go ahead and um you can use this QR code to see the schedule of other events that are happening within the service now community and I will be sharing a link to that um in a second so that if you want to access that you will also be able to do so as well so with that out of the way what we're going to do first is we are going to have introductions um and let me go ahead and go ahead and move over to that next slide and we're going to have introductions of the speaker and I'm going to have Ashley intr first s first and then I'll go ahead and introduce myself thanks so much for joining the webinar I'm Ashley sud camp and I'm a senior director of legal operations here at service now and I handle all of our digital transformation efforts within legal and uh am leading the charge with our our now on now uh platform in usage so Legal Service delivery is something I work in and advocate for across the department every day thank you for that and hi everybody my name is Justina young and I am a legal service delivery solution consultant here at service now which means I help our customers understand how to use our product um and not only for our Legal Service delivery product but also our contract U management Pro product that we are now offering so I'm going to be um hosting this chat and I'm going to be moderating and I'm going to be asking Ashley some questions but before that we do that we do um actually have an agenda agenda so that you know exactly what we're planning to do today the first is um I thought it would be incredibly helpful for just us to level set about what we hear from our customers and why you know we rolled out this Legal Service delivery product and then I'm going to provide a brief overview of the actual product it's not going to be a full-on demo it's just going to be a couple of slides once again just to level set so that as Ashley is talking about um her experience with Legal Service delivery you have a frame of reference as to what we're referring to and then really are going to dedicate a bulk of the time into my conversation with Ashley about the service now's Legal Service delivery Journey about where we started where we are now and where we're going to go um and then finally we're going to reserve probably about 10 to 15 minutes for a Q&A session so with that out of the way um I'm going to go ahead and proceed on to what we talk about with what we hear with Legal Service delivery for those of you that are really familiar with service now you may say you know why are we in this space um and the reason is is because of customers a lot of our customers including our own legal team came to us and said let's talk about the current state of legal the legal departments we have unstructured intake and processes everybody's emailing attorneys and while there may be an assigned attorney that handles this type of case people just email their favorite attorney and so that causes workflow issues and workload problems and also there's an inefficient allocation of work and it's hard to prioritize work and overarching everything our customers were saying was that there was a lack of insight we we don't know who's doing what how long things are taking and it's not that we're trying to micromanage everybody but we want to make their lives of everybody on the team better we want to make sure that if there's ways to have self-surface or optimized we want to do that and so they' came to us and they told us what their goals were they wanted to have a centralized structured system because they want to be able to strategically use their resources you know leg teams are compromised of many people and some teams are Global that are scattered across the globe so if you have the ability to maybe utilize a more Junior resource to handle some more of the lower risk items you want that work to get right of them right away and so some of the higher value or more complex work can be reserved for your more seasoned staff and seasoned attorneys so they want to be able to do that they want to be able to have the ability to drive efficiencies let's talk maybe possibly self-service maybe there's a question that's always being asked by the legal team can we possibly roll out a knowledge article to address that and then of course our customers are asking for end to-end insight and data so we heard our customers loud and clear and what we've done is we've actually levers and service now platform and built a purpose-built solution called Legal Service delivery while it's a part of the uh service now platform one thing it's very key to remember is is that we have our own security so the data and who has access to that data is secure and does not necessarily comingled with the other data that's sitting on service now and that I know is especially important for legal teams because what you work on can be very highly sensitive and the audience who needs to know about it could be restricted and not necessarily um Everybody in the or needs to know about it or even within the legal team maybe particular individuals or particular practice areas don't need to know this information and so we've done that but the great thing with our Legal Service delivery product is is that we are aiming for um helping our customers in three major areas we want to provide that structure that structured intake we want to help boost produ productivity and we want to provide insight and we're not going to be giving you a blank plate to do that we've gone ahead and we've done the leg work and we've built some purpose-built products and modules as a part of the product to help you along that way and the first thing that we've done is is that we're leveraging the service now employee Center which is our multi-department portal but for the legal teams they're calling it their legal front door when an employee has a question they can just come to the employee Center they can perform a search or they can click on The Help Center and see the different options and even within the legal sphere they can see that things are broken down based off a practice area commercial contracts I've got a employment law question I've got an immigration question that is all items that they can look for and we not only have we broken down our Legal Service delivery module based off of practice areas but we're providing our customers 12 pre-built legal intake request forms so those are things that you can use to hopefully jump start your journey into this um process of transforming and mizing your legal departments we also have gone ahead and we've set up some Integrations that we hear our legal teams commonly use for example around e Signature docy Sign and Adobe sign we have Integrations with those two solutions as well as some document Management Solutions and an ebuilding Sol solution we have an integration with legal tracker so we have this all out of the box for you and you know our employee Center our legal front door is really designed to provide a really great experience for your employees because we want to drive engagement and drive usage so it needs to be something that's going to be easy for them to use and it's also interactive and so we can really help them and guide them but we're not only thinking about your employees and how they engage with a legal team another key aspect is we want to drive productivity within your legal team and we do that by providing them the legal counsel Center this is their landing page for them to see what's on their plate I didn't mention in my introduction I used to practice law for about 10 years and one of the things for me that I um struggled with is if I was going out of office I was going on vacation I would come back to a huge number of emails that I had a sift in sort through to figure out do I actually have anything that I need to respond to or has somebody else taken on that resp responsibility or if I had a transfer and somebody you know left my um Department how do we have that knowledge transfer of information and I was spending a lot of time doing a office memorandums and case transfer notes that took a lot of time our legal council Center really is designed to help with that we help to reduce the Naes because the legal counsil center provides your attorneys your paralegals and support staff a single L landing page where they can see the work that's relevant to me them and so you can restrict off access so if somebody's in the employment law group they wouldn't see the commercial contracts and vice versa and not only do we have this pretty landing page we provide a place for your legal team to actually start working on the cases in the requests they can get the details about the request they can communicate back and forth with stakeholders um internal to the legal team to get you know get advice but then they can also provide advice to their your clients your external um employees not extern employees but your employees so you're able to do that all within this single Council Center and the great thing is is if somebody were to hit the lottery and have to leave the company which is great news they don't have to work anymore when they leave that case history the whole notes can be easily just reassigned to somebody else and they can have that full audit trail of what has occurred as it relates to that particular case and see if there's any pressing or upcoming deadlines that need to be responded to and finally the last key Milestone pillar for our Legal Service delivery is is that we provide out of the box reports we have two dashboards that come with our solution and they're really designed to provide your legal teams some visibility and so we have this first dashboard was is our legal operations dashboard that provides just some high level statistics what number of requests have been open who are they assigned to but once again we hear feedback from our customers all of the time and it's it this is a really great starting point we need some more information and so we rolled out an additional dashboard called a legal executive dashboard and the legal executive dashboard really provides your legal team some more detailed information about well how many requests are have come in but let's compare that to last year are we seeing some Trends maybe we need to add somebody additionally onto the legal team because we're seeing an uptick of this type of case in this particular region you're able to get that insight as well as how long things are taking and when we talk about time that can be insensitive subject for attorneys that have you know lived through the six minute billing increment um Journey as a law firm but our goal is not to micromanage the attorneys but really to get an understanding of how long things are taking when something comes in to when it um it's completed but then they also have the ability maybe pause it pending you know a response from a counterparty and so you can really good at understanding and I think I hear a lot of feedback from our customers is is that it just gives you a better understanding of how long things are taking but then when somebody says well legal you're the clog you're taking all of this time you can come back and say no actually in reality we do respond within x amount of time but the delay happens when we are waiting for a counterparty or somebody our client to respond so it's really not us it's other people that are external to us that are slowing down the process so that's really what we have in terms of our Crux of our Legal Service delivery product and I see a question in the chat about whether the legal executive dashboard has performance analytics and it does and for those of you that are not familiar with our performance analytics capability it is something that is core to the service now platform and it allows you to get some insights and metrics in terms of year-over-year performance and so on and so forth and so that is something that we do incorporate into um our dashboards into the legal executive dashboards but this dashboard is what we these two dashboards are what we Prov ride out of the um box one thing to note is that with service now you still have the ability to configure additional dashboards and reports it's something that you can do low code no code and I can attest to that as former attorney that has zero software programming experience it is a very interactive and easy experience for you to develop additional dashboards and the same would go with our workflows while we have over a dozen pre-built out of the box workflows that is something that you can also configure on our platform using our low code no code Solutions and I see there's a question in the chat also about in order to use the document man management feature would we need to use um make service now the document repository or can they continue to use your storage systems like SharePoint and with uh Legal Service delivery you have the option you can choose to store your documents within service now but if you use SharePoint which we do have an integration with you can actually have that set up so that any documents or attachments that get attached to a request will actually get automatically moved over into one drive and you will have one single repos document repository so it's really a business decision as to where you would like your documents stored you can do service now or you can do an external um document repository all right so what we're going to do now is I've gone through oops sorry wrong slide um I've gone through and I've covered you know just an overview of our Legal Service delivery product and the whole purpose was just to give you a taste of what our solution is but more importantly to really set the stage for the conversation that I'm going to be having with Ashley about what our product is and so we're going to go ahead and we're going to be transitioning into that and I see there's another question before we go on to the um the the Q&A and the firesight chat that Ashley are going to have and then they're asking about our Integrations so out of the box our document management Integrations are SharePoint one drive Google Drive box as well as I manage net documents is not something that we have an integration with today but that Safe Harbor Road map that is something a lot of customers have raised to us and we are exploring that um as an option as well so with that out of the way it's going to be our turn for Ashley and I to have our conversation about um our journey here at service now using Legal Service delivery I'm really excited to have this conversation every time I speak to Ashley I learned some great little nugget about what great things she's doing at our service now thanks J all right so how do I'm going to start off with about where you began what was the state of service now legal operations and legal team before you Incorporated Legal Service delivery yeah so I was one of the second hires after Andy Burton so legal Ops was new when I joined in late 2019 early 2020 and there was um I mean you kind of Hit the H nail on the head earlier Justina there was a lot of email traffic um and stop buys at people's desks when people had legal questions because we were still in the office at that time um people were doing their work in email providing answers in teams in chats right in memos um so it's kind of what everybody like what most legal departments um face like lots of work in lots of places and when they were using legal technology there were a lot of different systems so lots of swiveling of chairs when we were going back and forth um kind of figuring out how to do our legal work and there was I think when I came about eight maybe workflows that were active um and a mix of out of the box and we're really fortunate at service now because we are um you know our our customer zero we get to drink our own champagne so we had started creating um workflows and uh there were a couple of those when IID started to so a mix of out of the box a couple of foundational workflows that we had created and lots of emails lots of people coming to desk many telephone calls um so work was kind of distributed across the board wow I'm imag so you joined in 2019 and this is what you're greeted with but then You' also had that great opportunity to utilize brand new technology change the game and how you operate because I would think in 2019 I mean there wasn't such there wasn't anything on the market that actually did this on an Enterprise level for legal department right it's one of the reasons why I came to service now right was to figure out how to use technology in a way as a lawyer and as somebody who had purchased legal technology in the past um how can I do more things in one system or one tool and if I do have to connect how can I have a single pane of glass so that my my experience selfishly and my customers experience the rest of our attorneys have a more unified approach not only among our legal team but also our customers across service now so how can we have a better experience that way so um coming on board at service now was um a a great magical experiment where I could create something that I had always Crea and my colleagues at other places had always talked about that's amazing and I think it's also part of the reason why I joined service now this product because I heard about it and I was like that's interesting and if I had this when I was a lawyer wow my life would have been just so much better and easier um and one thing I hear a lot from our customers that are embarking on this journey is they're like this sounds really great and really aspirational but let's say we're a really large department where do we start even a small department where do we start on this journey and for service now you know which lines of business or which workflows did you decide to go with first um and how did you make that decision so um when I took over digital transformation I had a I had a two-prong approach one was selfishly for me and my team because we needed to learn the system and learn the product right if we were going to go out and Advocate and help other people we decided we would start with a basic intake form that we created with um for um legal vendor engagement um because I love vendors right lve is what we called it um and it was a way for us to start streamlining some intake that was coming to our Ops Team and a way for me to start showcasing how we could use our tool to help scope our work that was going outside in a different way so we kept it very simple and that lets me and like my digital transformation team really start seeing the power of the tool with very specific outcomes because I wanted to be able to show benefits not just creating a an intake form or workflow for for the sake of having something although you'll hear a little thread of that in a second um about excitement but I really wanted a purposeful flow to say like we can we can Harvest data out of this in a compelling way um that will create a baseline because many many of us in legal teams um across corporations have a hard time with metrics because we don't have baselines because our data is in so many different places when we first start thinking about um Enterprise Integration right how do we start pulling data together and right now I'm starting to sweat having flashbacks of pulling data from many different sources and dropping them into excels and PowerPoints so I was like how can we start showing that our workflows will let us grab that data and give us some transparency so we can start making decisions based on the data that we have and that kind of plays into a theme you'll you'll hear later it's a starting point right what is my Baseline when it comes to creating workflows and what is it when it comes to creating customer satisfaction for my lawyers and people outside of legal and then what is my Baseline to grow and improve and mature whatever we initially created yes and I think it's really important to get that Baseline and I think um as our head of legal operation might say is you're building the foundation of the house if anybody has spoken to Andy he likes to talk about building the foundation of the house I don't have the slide that he has about the house and the foundational lers but I think that's really important is getting that Baseline and getting that initial data and I think you've touched upon something about making sure like you're thinking about your clients and you're thinking about the attorney experience and I think that's something that's a lot of teams face is the change management and I think it's two aspects how do you get your clients on board and then secondly how do you get your legal team on board with using a solution like this so with when at the beginning of every year um usually at the kind of middle of Q4 we start thinking about what our journey is for the upcoming year and I we here at service now we survey our practice groups in legal and we review what has been done on the digital transformation front or what has been adopted if it's out of the boox functionality what have we brought in and what has been the benefit and what has been the challenge of that kind of adoption so we do a year recap and then we start setting the tone for what that upcoming year is going to look like so my first year here one of the first things I did in the first quarter was figuring out like what are the practice groups using on a couple of different levels what was The Practice Group Leaders vision of using the service now tool or what did they have to report up to Russ our GC what are the things that they have to H so I could get that practice group leader view then I talk to managers of people going like how are you like looking at what your team is doing who is your team talking to to figure out impacted stakeholders if we start changing stuff and what is your team working on where are they working so figuring out what all of my personas are all of my impacted stakeholders and then I went to the fulfillers the people doing the work right where are you are you taking phone calls are you looking at emails are you tracking things on Excel spreadsheets so I did like a survey and we continue to do these um and not a traditional survey not just sending it out um we meet we talk to people we know like we have face-to-face interactions in addition to doing some some survey type um activities so that we have both anecdotal evidence to support what we're doing and where we're going but we also have some data driven evidence and initially that was more survey based as we've moved people into LS Legal Service delivery and legal counsel Center our data that we show um for adoption for um for changes that have happened within the system are driven by the power of service now now LSD that's amazing I think I really like how you've taken this approach it you connect it with the people that are involved in the process and you got their direct feedbacks I think that's really important in order to get by in you just don't roll out a solution it sounds like you had a conversation with them so I I have a little Post-It note at my desk at work and here on my laptop that says if we create it we can't hate it so if we're all together and we're all involved um or the key stakeholders are to like work and develop and to take a risk because this is a little scary for some people right it's the first time they might be moving into this space how do we drisk it and make it comfortable because we're a team working together with clear outputs that are going to help us all along the way so transparency is also very very important I think the second part of the question that's kind of legal right we stay very close to our our legal our attorneys and our legal support professionals we also when we start building workflows or thinking about what our strategy is um we we're quite formulaic we do requirements Gathering so we know what people want to build what they want to see and as part of that we talk about impacted stakeholders across the Enterprise so if we are um I'll just use our legal vendor engagement form we're dealing with procurement we're dealing with accounts payable we're dealing with a lot of different people as that kind of Journey moves forward so when we're making changes we're not only thinking about our attorneys who are providing us with the information to to actually um engage outside counsil or a vendor we think about other stakeholders that could be impacted by the work that we're doing and make sure to keep them AB brast of what is happening and to bring them along the journey with us that's great I think that's really um important just to bring them along that journey and I know Ashley you've got a wealth of just legal operations and legal experience you've you've been with you know we've worked and you've done you know great things at other organizations and I think you know one of the questions um and I'm going to combine two of the questions into one single question was about you know legal is viewed as a class Center we're not generating Revenue so how can they convince you know management to go in and invest in technology and you know in then in terms of back in the organizational change are there any techniques that you recom men you did definitely give some tips about you know using um data and going through and having a conversation with the all the relevant stakeholders yeah so um so one of the things that I'm always thinking about is what is the benefit that we're going to get out of this right what is our end game that's going to help us bring and build that initial ask and support it right so if it's more money if it's additional people if it's um technology increasing um or Investments along the way really thinking about who is going to be using it how they're going to be using it and what's the benefit of it are we going to be able to address customers needs quicker in the Enterprise are we going to be able to um deflect work um one thing I always think about is um whenever we're creating a workflow I always have our our business um customers our lawyers and legal support professionals think about like what are the top 10 questions that you get around this type of work and we create a KB article around that because if they're frequently asked questions that are being teams to attorneys and legal support professionals calls are being made emails are being sent and it's a quick answer that could be based in a knowledge article or our now thought we start feeding those top 10 questions in immediately to hopefully let our Enterprise customers self- serve on some of those easier questions um so our attorneys can kind of dial in to the more complex work that there is so there's a huge benefit right there really directing our attorneys to that that more compelling work that they need to get done I think that's something that we're hearing over and over from our customers is deflection of work there's a lot of things that attorneys get asked um and it's not maybe not within their expertise or it's something that's just so common but people know them you have your attorney or your stat legal support staff that you contact and so people are pinging you all the time and I know that even when I was practicing even though I wasn't assign the case if they see me they will stop me and ask the question and how much time does that take that out of your day because you can't start quantifying it if you're spending five minutes but five 10 times a day and then you multiply that over the year that's a substantial period time that your attorneys could be working on something else and that's what we're finding a lot of like like I said with a lot of our customers are find just deflection of work not even deflection of work there's something one of our customers was was talking me about the fact that when somebody were was the submit a request to Legal email legal the amount of emails they got after that about hey have you looked at this what are you doing who's working on this what's going on that people had to respond to that also was causing a a Time drain on their legal team and they're like with service now you get that visibility you see who's working on it you see the state I particularly love you know within service now when I go and I look at the legal portal some of your requests say this is the estimated time of how long it's going to take for us to respond so I have a good metric of saying okay they're going to respond within 24 hours I know not to harass them after an hour it's something very small but just imagine you know we we're a company of 20,000 employees um it can't add up time yeah and we've used the the system in interesting ways too to help redirect people right if if let's say um our commercial team is getting a lot of requests that should go to our corporate team or vice versa because they're the first some of the first two tiles that we actually have when people go in and use our legal request and tiles we've created popups so if you go in and look at the workflow it's like hey if you're trying to reach our commercial team about X Y and Z please go to this work click here for this workflow and then it'll take them to another workflow so we're trying to educate in real time when it comes to helping um our our requesters um and our attorneys get to the right forms to complete um in same way when it comes to being able to transfer requests over like a new feature that's coming out in in legal council Center at least for us to to adopt um we're talking to our teams about which one of our groups will be the first the first team to adopt that feature so they can start transferring requests over in a different way so I do a lot of um proof of Concepts and targeted feature adoption um so that I can say here here's what we tried here's how it was successful here are the lessons learned and then here's how it should or could impact your these other practice groups and these other workflows so I have a a case study that lets me kind of move forward and do it same way when we have any kind of new release um coming out we in legal Ops in digital transformation we do like a gap analysis like what what does this actually mean to our to our team in our workflows so that we can start previewing and educating our attorney stakeholders and our legal support professionals about what's coming up so people aren't surprised although a lot of the fixes and enhancements that we have in our system are pretty seamless right it's we try to to build things in a way that it just kind of magically makes your day better it's it shouldn't be this strange stick shift potential um I'm learning how to drive a stick shift now right so I don't stall things out um it's more automatic right it just happens and the transition is very very smooth so um so I think really kind of again like educating um having the team that's helping Implement and um socialize and find new ideas really understand like the workflows um understand the power of the platform it's so beneficial um it's it's great to have a champion so I would say you know build your your team of Champions to help become your primary testers and and also kind of advocate for features and functionalities and new workflows that you adopt and create along the way I think that's a very important is that you need to have Champions and you need to work with your Champions because your Champions are going to provide you with honest feedback and help you grow but more importantly I think they can also serve as advocates because people are not going to necessarily you know you're Ashley this is your this is your baby of course you care about it but when to hear from another colleague and another peer saying No this is really amazing and let me tell you how it's impacting my life Word of Mouth Buzz I think really does help especially in the context of Legal Service delivery and you know sometimes lawyers can be a little bit hesitant to adopt technology I think there's definitely been a shift in the last couple of years they're being more embracive but you know I think my great example is I'm never the first one to update my my you know my software on my my phone I need somebody else to try it and let me see how it goes and if nothing's crashing then I'll update it in a week or two afterwards but I need to have that affirmation that somebody's gone ahead and done the hard work and then I can go ahead and do it yeah that's why that's why we have a lot of um proof of Concepts and preliminary acceptance um because I was one of the great resistors like I usually I usually am I would be the person that you'd bring on the team to poke holes and everything um and then oftentimes my my resistors become um at least converts and sometimes my biggest Champions so it's really part of the journey and working together digital transformation um I like to say it's easy um but it's and it's simple but easy and simple take a lot of work when it comes to digital transformation so really kind of figuring out like what and planning I shouldn't say work it's planning figuring out your stakeholders figuring out your road map where you want to go and knowing your outcome one thing that's been super helpful to us is really thinking about objectives and key results when we are kind of maneuvering and developing or or adopting new features because that helps us Define what success is um when you're doing digital transformation there can be scope creep on projects we're very clear about our milestones and our timelines and what good looks like and we have our our team members and our impacted stold are on the journey along the way and everybody has agreed and aligned to the objectives and the key results so that's and if there's any change we have an like an official process about change that goes along with that so we know our objectives have changed or our Milestones have moved and here's why so we were pretty formulaic when it comes to our project management in deployment of what we're creating just to make sure that we're all we're all aware and we all agree to what that end goal looks like and I think that's really important a lot of lessons were learned by me um before we started kind of creating these objectives and key results and really implementing them consistently so that there's no like moving path along the way we know what good looks like when we start our development that's amazing and I think it calls brings me back to a convers ation that we had last fall when we were in Miami and you were talking about how you've evolved some of your workflows because I think initially you had we rolled out you rol not me you rolled out a lot of workflows to get that adoption but then you took a step back and you reevaluated that because that I think that that really helps um you know shape the journey if you want to just talk about that like how how you've evolved in assessing you've touched upon it but just you know I think it's something that's really critically important with legal service delivering it's an evolution you don't want out a workflow and then that's the end of it you never look at it again absolutely so um there was like eight to 10 like I said um workflows when I first came a mix of our our own um configuration that we did workflows that we created um with our now and now or like program and the out of the boox adoption and then I was a zealous advocate to everybody and I wanted people to be as excited as we were about our legal and vendor engagement form on legal Ops so we created just about anything that people wanted to to build out um we went up to about 36 or 38 custom intake forms and workflows because I wanted people to see the power of the platform within their lives they had an idea I wanted them to be creative I wanted them to see how quickly we could turn it around and they could start using what we had created for them what we' created together in that next year which was fantastic right I got a lot of great Champions adopters there were Practice Group specific workflows and then as you just heard me talk about objectives and key results we started looking at what those workflows happen to be um and the information that we were gathering from people and going like wait can we can we consolidate some of these maybe we don't need four different workflows for four areas of privacy that are coming in maybe we can create one privacy workflow and start branching supplemental questions off so we have one point of entry but then that work flows to the right attorneys on the back end and then we're able to report what we need to report for each of those groups but our user experience for people who need privacy help whether it's within lre which legal um or across the Enterprise they have an easier way to in so we're we're always looking at how do we improve or simplify the process for not only our requesters the people who are seeking legal assistance whether it's legal to legal or Enterprise to legal and how do we make the fulfillers requests the attorneys or legal support professionals lives easier at the same time so we're this year we're doing a big push you know you pulled up the legal council Center um side so one of our primary objectives is to get our attorneys into legal council Center um and having them do most of their work there so it's looking at the workflows that we currently have and seeing how do they how do they appear in legal council center right like what's that experience as a fulfiller and then going through and we're having targeted workshops with jesa the practice groups on a couple of levels right we're talking to the whole group and then we talk to targeted users so that they're getting a personal experience from our team to learn the system why it's important and how easy it actually is to to maneuver um and then when we're thinking about building new applications we're doing all of the new features and releases within Legal counsil Center to drive people there because it's actually really powerful and cool when you think about it as your Landing Plage right the attorneys can prioritize their work they can email immediately there they can look at knowledge articles they can look at similar requests related matters it's just it's such a powerful place for the attorneys to be we can have hyperlinks to that take them to Legal tracker right in in one click so they can look at their their matter management and their billing um they can transfer requests to other individuals other workflows if something was misdirected so really kind of um I'm all in on Legal counsil Center clearly um but getting our attorneys to to operate like that because we have had a different path right they've been able to do their work in kind of other areas of Legal Service delivery not necessarily in legal council Center so it's how do we and you don't turn those off right but how do we drive them and get them excited about adoption of that space so um it's a journey right I mean we're coming up with strategies and plans and trainings and campaigns and then and then looking like how are we tracking the adoption in the system and then how can we target um and encourage those individuals who haven't transitioned over to that space so it's really kind of that whole ecosystem and how are we educating how are we empowering how are we um looking at that adoption and then how are we re-educating training and then changing and providing feedback to the product team on anything else we want right um so we have feedback sessions quarterly with your team right the product team and we collect feedback with our attorneys and I just saw somebody doing feedback in an Excel spreadsheet and I said wait well well go to Citizen developer and in a week you can create like a couple of different workflows for us to look at um because I I said A week because they're working on other projects too but they're going to go in and create a different tracker so it's something else that's in our system to track that feedback to give it to you guys in a different way so um it's it's pretty exciting and Powerful when you start looking at the potential of of Legal Service delivery so it is it is really exciting and I think you've touched upon actually some of the questions organically but I wanted to like just pull the thread on them a little bit um about training because I think that's really important and there was a question about you know how do you TR train and how do you scale the training you know across the legal team yeah so um I'll say that there's really two two paths that we take so when we're creating new workflows or implementing new workflows for specific practice groups there's a we select um a subset of the team with the practice group leader or the managers of attorneys and legal support professionals who are going to be on the journey with us of development so they become our user acceptance testers so they're learning the system before it's actually released they're helping preview the product when looking at the product along the way um and then they are part of our training cohort so not only are we training individuals and we create um you know we have a a user guide or a Playbook we create KB articles that are associated with the workflow we usually do um a recorded training because we're a global company so our users are everywhere we'll do it usually within two different time zones record those and then we post those on a leg apps digital transformation um page and a micro site that we have so that everybody can kind of go and see new things that are happening and then we touch base we have a series of like hyperare whenever we launch anything new we open up a team's Channel um for that team that's impacted in the stakeholders and we kind of walk them through any questions they have in real time and we'll usually have office hours like for the like hyperare period depending on how complex the workflow is an impacted state holders you know our hyperare can be a couple of weeks or a couple of months if it's a larger Enterprise roll out so really providing the care and assistance that goes along with it um some we don't need the there's quick adoption everybody knows it's a simple beautiful experience and other ones it takes a little time um because it's a new way of thinking a new way of working yeah and I think that's really what I really appreciate about it is that it's not one approach you're really taking a thoughtful approach and saying well for this particular work it's simple it's going to drive Co options but some are going to take a little bit more we're going to have that hyperare we're going to have that office hour to really make sure that people have that smooth and seamless transition and are fully comfortable because if you people are struggling I find if they struggle they'll just opt out and if you want to be able to catch and say no actually this is the the correct way and how you're supposed to do it let me show you and how you can do it um another question that came up during your conversation was that you did mention that you know you're trying to drve the attorneys to using the legal council Center so how are they managing their work now are they is it all through email and it's you know they get the notifications from the system give you a second yes sorry about that um yeah it's a combination right it can come through um if there's workflows already in Surf like they can have surf notifications they can approve and reject an approval Center um they can respond in different ways um they can work on the back end of surf because some of our workflows have been around for a long time so they're used to working on the back end of surf so it's that's why we are building new features and functionality into legal counsel centers so they to use the new and interesting products they have to go to that front end and let me just pause and let me clarify what surf is is surf is what we call our own instance here at service now because we started off in San Diego and so you can still get the workflows through um surf but it's just uh usually like a list format and everything is interactive and then legal counsel Center is the new um landing page that we have and as um Ashley takes a moment um there's a couple of questions that I want to go ahead and answer um that have people have asked as we're going through this and there was a question around or and a a comment that netu does have an integration there was we were talking about Integrations with donkey Management Solutions and when I was listing off the Integrations earlier that we have those are the ones that actually come included with the legal service delivery uh license there are other integration that you could have like neck dos that are available directly with the vendor or on our service now store that you can use to integrate and of course if they're not available on the store service now is a great place to be a Spoke we have capabilities um that you can build out custom integration into other solutions that we may not have um another question that we had was around handling attorney client privilege communication within Legal Service delivery I'll give Ashley a moment if she wants to time in on it but also come in and talk about the fact that our product you know by the nature we do have secure access and so our Legal Service delivery product the data isn't comingled it doesn't have access to it we have a dedicated um admin role so that's one thing in terms of securing your data but if there's a particular flag maybe there's a particular case that hopefully Let's cross our fingers is not going to litigation um you could have a check mark so that you can check that and say this is attorney client privilege so that there's more security and restriction of access to that information I ask say Yeah in legal council Center too we have the the restricted comments for our internal attorneys who are working at it that don't get shared and passed back to the requestor and then there's requester comments so that you can have a communication back and forth with the request the T time time and in the latest version of Legal counsil Center that we have it's marked very clearly it's like private so you know it's private to Legal um versus the one that's back and forth between the requesters see nail on the head there yep yes um and then I know you've been touching about it I just wanted to take the last question I was going to ask to you was about and you've touched upon it but where are we going with this and and then I'll open it up and I answer the remaining questions about where are we going with you know with our use of Legal Service delivery oh yeah um so I I have a goal of getting 100% of our attorneys and legal support Professionals in legal council Center this year so maybe not all of their work is going to be in there maybe they have to do some work in other places but some aspect of their work will be in legal counsel Center so that's um super exciting for us because it also lets us Flex in to um if there's a Practice Group where they're like we can never put this information in there we work in tool X um it gets us an opportunity to kind of explore and be super curious about like is that like is that really where we're only working like what else is coming through your way because there's probably something that's ripe to bring into our intake form our workflows and I always go like somebody's got to be tracking something somewhere in your team if even if you're working outside of the system so how do we how do we figure out a way to bridge it and bring that work in to legal council Center so that's really important to us um we're doing some pretty amazing stuff with uh generative AI right now um just high level we're going to be showing some stuff at knowledge in Vegas um in a couple of weeks which I'm really excited about so we can um stop by at knowledge and talk to me if you're going to be there and we can show um and we'll also be posting stuff in the next couple of of weeks too about it so really excited um on that front to see like just something that I'm thinking about if I think about all the notes or things that are passed to me and some of the the legal requests that come my way I'm like I don't want to scroll through and read all of these notes like what is the quick literally what is the three sentence summary of all of these notes so that I can get a highlight and then start tracking to what is the important part that I actually need to look at here so I'm excited to to to be a beta tester there to figure out how does this actually work for the legal teams um and then we've got a couple of other targeted workflows like we just did a refresh of our invention disclosure form um that we actually collaborated with you know the product team on so that's available in the App Store and that's was using um matters in a different way for us so we kind of took an off Lael use approach there it's really um exciting so making sure that that's kind of adopted and deployed and used um throughout 2024 is just it's really important to us so those are those are some of the things right legal council Center generative Ai and then um making sure that we continue to build holistically with the product team amazing and thank you you you did a Shameless plug for knowledge and I have it up here on the QR code so if you guys are going to be in Vegas um for personal reasons maybe you're catching a show or you're attending clock at the exact same time we are actually going to be hosting our largest US conference um knowledge 24 so either's the code I've already put it in the chat you can link and you can find out about our sessions um on Thursday May 9th I believe is when we have our Mega sessions for the legal day there's three sessions that day yes it's May 9th and for those of you that may be interested in attending knowledge and attending that one day on May 9th put it in the chat and let us know and maybe we can reach out and see what we could do to help facilitate that for you um so no guarantees but there might be an option for us to help out and see if we get you there um so thank you for that amazing you know recap and telling us about where you're go you know where you have started here with Legal Service delivery um and where you have taken it over the last three or four years and now where you're going I think you know geni is really really exciting everybody's buzzing around it I can't believe how many emails I get from you know the New Jersey Bar Association is doing a survey about gen and I'm like they're doing what this is something I've never I never would think would ever happen and at this page at this rate um within the legal community so it's really exciting to see where things are are going um with this and it's really exciting just to hear about your journey because I think our service now Journey has been great and you've been done a wonderful job leading the helm and really taking the information and the data and make it a successful program and to drive adoptions here at service now so I really thank you for all of your efforts regarding that and for participating I'm in this little fireside chat that we have here today no it was great it was great and I know there's like 40 people still on the line if anybody has questions wants to reach out continue the conversation like I'm an open book so um definitely definitely reach out um because sometimes it's good to strategize with other professionals who are thinking about how do we go about doing this um and we can talk about successes and pitfalls um more so um we're all Le we're better together all of us we definitely are I think that's something that and this is why wanted to do this webinar I think you have such great knowledge and great experiences and it's I think it's important for people to hear about your journey because I think as they're going about embarking on this it's good to hear what other peers have done so I'm going to go ahead and I'm just going to answer a couple of the questions that are in the chat I'm also going to flash up we are attending clot here's another QR code so we will be at um Booth 508 and in fact we do actually have a session if you are attending clock that our general counsel Russ Elmer our head of legal operations Andy Baran and a couple of customers are going to we're going to be having a panel discussion with them as well at clock so I'll leave that up for a second just in case you want to get your phones out and do the QR code but I also have it in the chat as well and there's a couple of questions about um you know how long did it take to go from conception to go live I'm going to answer in terms of what we hear from our customers so our customers are finding that um from the beginning to implementation and go live we have on average about a 12 to 16 week time frame to do that um and who's doing it is also part of the question um typically our customers um are leaning on Partners to do the initial setup and implementation of Legal Service delivery but then the go forward maintenance It's a combination some of our customers use Partners um some of our customers also have in-house resources they have the service now platform team and so they're actually able to help maintain and configure and support um the solution and it may be a combination of the in-house legal the IT team but then maybe even some legal Ops may be helping out in terms of configuring certain workflows but then you know the um it team would probably be setting up like Integrations and so that's just you know you know a quick recap in terms of what we're seeing with our customers but just I want to Circle back on my comment about the implementation time frame of 12 to 16 weeks I think it's really important just to pause and emphasize that our customers when they are rolling out Legal Service delivery they're not going after the entire o ocean they're going for a select few targeted use cases and that's what they're rolling out so it's just a handful of use cases that go for go live they get feedback they evolve they change and so and then it's a continual Evolution process and of how they continue to roll out legal teams um um Legal Service delivery across the their legal departments and I think Ashley made a really great comment around the fact that you know her goal is to have the entire a legal department using um Legal Service delivery by the end of the year and I think that's part of it's inconsistent with our other customers is that you know they're starting off with a couple practice areas and then you know it's it's a journey and so it's been a a few you Journey for us and we're not alone there's other customers out there that have done the exact same thing it's a more thoughtful approach and it helps them be better and make sure when they are offering a solution it's something that it's going to be met in is receptive um to their clients their you know the legal departments as well as their internal clients all right there was another question about it does that include the ocm form in the timeline and if you could just Define what ocm is um is that the official change management I'm not gonna I'm making guesses so I'll let that be and I know we have a minute left so if there aren't any other questions or of if you can clarify organizational change management is that included in the timeline thank you very much for that um that um clarification and yes they do talk about that and that's part of go live they are incorporating how is it actually going to go live how are we going to get the legal team as well as the clients on board in that Journey all right so we are right at time so I'm gonna let everybody go um I really do appreciate everybody's participation and once again thank you thank you Ashley for joining this webinar like I say I always have a great time and I learn a lot from you whenever we have a conversation so thank you and have a great rest of the week everybody thanks everybody