ServiceNow® Legal Service Delivery (LSD) provides a unified experience between the employees requesting legal support and the legal teams serving them.
This hands-on lab (originally a part of Knowledge 2023) explores how the foundational components of LSD: Legal Request Management and Legal Matter Management help organizations streamline their enterprise Legal workflows by solving two business scenarios for a fictional company, Acme Corp.
Scenarios covered in the lab
This lab walks through the steps needed to configure LSD for two scenarios detailed below.
Scenario A: Submitting a General Legal Request using OOTB Intake Process
- Acme Corp has decided to set up Legal Service Delivery to streamline their legal intake process and improve their employee experience to request support from legal.
- They have rolled out the out-of-the-box General Legal Request to retire emails as the channel to contact the Legal team.
- Abel is an employee in Marketing, who uses this request to raise a concern about a possible copyright violation with Legal about one of their marketing campaigns using cartoon characters from a well-known studio.
- Alfonso is a member of the Legal Operations team at Acme Corp who will work on this request.
Scenario B: Creating a Legal Matter to manage Litigations in SN
- Acme Corp has decided to deploy Legal Matter Management for their Litigation workflow to streamline and standardize how lawsuits against the company are tracked and responded to.
- The implementation team has worked with the Legal Operations team to identify the typical phases and tasks needed to be performed in response to a lawsuit as below.
- As a part of this scenario, we will set up Matter Templates, tasks, and phases and use them while submitting a Matter for a Litigation use case.
Lab setup
To carry out this Lab, you will have to request a Personal Development Instance from the ServiceNow developer sites and install the plugins, store apps, and xmls in said order.
Setting up your Lab Instance:
Plugins - Install these plugins in your instance.
- Employee Center (sn_ex_sp)
- Employee Center - Pro (com.sn_ex_employee_center_pro)
- Employee Center Core (sn_hr_sp)
*Note: EC or EC Pro is not a prerequisite for using LSD. However, we chose to use EC features as a part of this Lab to improve the employee experience.
Store Apps - Install these store apps in your instance. Demo data is preferred but optional.
- Legal Matter Management
- Legal Request Management
- Legal Counsel Center Components
- Legal Counsel Center
- Legal Practice Apps Core
XML Uploads - Upload these XML files (in order). Please see the attachments for XML files.
- Knowledge Bases: 1 - kb_knowledge_base_1ec18f62b31713007a6de81816a8dc9e.xml
- KB Category: 2 - kb_category (parent_id=1ec18f62b31713007a6de81816a8dc9e).xml
- KB Articles: 3- kb_knowledge (kb_knowledge_base=1ec18f62b31713007a6de81816a8dc9e).xml
- Group Membership: 4 - sys_user_grmember (group=3e5414c5b7a2230030ab8347ee11a9f4).xml
- Legal Matter Owner Group: 5 - Legal Matter Owner Group sys_user_group_d91a2865842a25107f4485a644187649.xml
- Legal Matter Owner Group Roles: 6 - sys_group_has_role (group=d91a2865842a25107f4485a644187649).xml
- Legal Matter Owner Group Membership: 7 - sys_user_grmember (group=d91a2865842a25107f4485a644187649).xml
- User Roles: 99 - sys_user_has_role (role.nameSTARTSWITHsn_lg).xml
Lab Guidebook
Once you have set your instance up for the lab, please refer to this Lab Guide attached for the steps to carry out as part of the lab.
- Lab Guide: Session Guidebook LSD Lab.pdf (See Attachments)
For additional details on implementing Legal Service Delivery, please refer to this webinar.
