--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Legal Service Delivery # Legal Service Delivery {#ariaid-title1} * Release version: Yokohama * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Legal Service Delivery ServiceNow® Legal Service Delivery offers a unified platform that connects employees requesting legal support with in-house legal teams. It streamlines legal service requests through guided workflows and automates routine tasks, allowing legal teams to focus on complex matters. The Legal Counsel Center provides legal professionals with visibility into requests, prioritized work queues, and specialized tools to manage legal affairs efficiently. Show full answer Show less ## Key Features * **Legal Practice Apps:** Core foundational applications including Legal Request Management, which serves as the central hub for submitting, tracking, and accessing legal services and knowledge across multiple channels (portal, mobile, virtual agent). * **Legal Matter Management:** Manages cross-departmental workflows, document storage, milestone tracking, and maintains confidentiality with embedded security and standardized matter templates. * **Practice-Specific Applications:** Tailored solutions such as Legal Content Review, Digital Forensics, Investigations, Simple Contracts, Privacy, Hold Notification, and Compliance applications that address specialized legal processes and compliance needs. * **ServiceNow Otto for Legal Service Delivery:** Uses generative AI to summarize legal requests and matters, enhancing understanding and communication for request fulfillers. * **Legal Counsel Center:** A centralized workspace providing lawyers with comprehensive context to resolve issues faster. * **External Legal Service Center:** Facilitates direct communication with external stakeholders (customers, partners) for legal information and requests, enhancing transparency and compliance. * **Performance Analytics:** Prebuilt dashboards and reports provide insights into legal operations, request volumes, SLA compliance, and team performance to support data-driven decision-making by legal executives. * **Virtual Agent and Mobile Experience:** Automated chatbots handle common legal inquiries and self-service tasks, while mobile apps enable both employees and legal staff to submit, track, and resolve legal requests on the go. * **Domain Separation Support:** Legal Service Delivery supports Basic-level domain separation to help organizations maintain data segregation and security. ## Practical Benefits for ServiceNow Customers * Empowers employees with self-service capabilities for faster and more transparent legal request resolution. * Enables legal departments to prioritize complex and high-value work by automating routine requests. * Provides legal teams with tools and visibility to efficiently manage diverse legal matters and compliance obligations. * Supports informed, data-driven management through comprehensive analytics and dashboards. * Enhances collaboration and communication internally and externally, fostering trust and accountability. ## Next Steps ServiceNow customers can leverage additional resources such as the ServiceNow Community for peer support and ServiceNow University for training courses including Legal Service Delivery Essentials to accelerate adoption and maximize value. 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 a 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 request visibility, a prioritized work queue, and practice-specific tools to manage complex legal affairs. The following video provides an overview of Legal Service Delivery. ## Benefits {#legal-management-overview__section_bkb_2cq_nnb} Legal Service Delivery enhances your organization's in-house counsel and legal team processes by enabling self-service for employees. * Provide employees with self-service experiences and faster resolution of legal requests * Enable the 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-management-overview__ul_ghw_rdq_nnb} ## Legal Service Delivery applications {#legal-management-overview__section_a3h_z4q_fkb} Legal Service Delivery includes the following key applications: Legal Practice Apps Core : Legal Practice Apps Core is a required application for using all legal practice applications. [Legal Request Management](https://www.servicenow.com/docs/tv4zsneY~bPkGrmsOYX~Fg "The ServiceNow Legal Request Management application provides a unified mechanism for employees to get all the information, services, and help that they need from the legal department and a streamlined, collaborative process for the legal department to quickly resolve these requests.") : 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, and read legal knowledge base articles---all through an omni-channel experience across portal, mobile, and virtual agent channels.{#legal-management-overview__p_legal-request-intro} Legal Request Management is the core application in the Legal Service Delivery suite. All other applications that you choose to install require the installation of Legal Request Management. {#legal-management-overview__p_jh2_nfg_h1c} [Legal Matter Management](https://www.servicenow.com/docs/OleiaFB1PDKhujewqsDIcQ "The ServiceNow Legal Matter Management application enables you to complete legal requests that need cross-departmental tasking and a workflow with a mechanism to store supporting documents and track important milestones.") : 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-management-overview__p_kh2_nfg_h1c} ## Legal Practice Applications {#legal-management-overview__sectiii_owx_ylr_fkb} Legal practice applications in the Legal Service Delivery suite provide solutions for the specific needs of different legal practice areas. [Legal Content Review](https://www.servicenow.com/docs/SHCiFB9S1MWfhZN7uETNTQ "The ServiceNow Legal Content Review application enables employees to raise a legal review request of any marketing materials, collaterals, or presentation contents and resolve the issues.") : The ServiceNow® Legal Content Review application provides a mechanism to raise a legal review request of any marketing material, collateral, or presentation contents and to resolve the issues. [Legal Digital Forensics](https://www.servicenow.com/docs/gpg~0U~fs_dCP0AesflMHQ "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.") : 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-management-overview__ph_legal-digital-forensics} [Legal Investigations](https://www.servicenow.com/docs/ic3s8iSf1vaasEAGZpVmlA "The ServiceNow Legal Investigations application enables Legal departments to accept complaints from a simple intake process through multiple channels. The legal team can organize and conduct detailed legal investigations including interviews, gathering evidence, and preparing final reports along with recommended actions.") : 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](https://www.servicenow.com/docs/7_LRq2OBl5~R4aBKtnVftA "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.") : 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-management-overview__ph_legal-simple-contracts} [Legal Simple Privacy](https://www.servicenow.com/docs/5Hf2NJ69VU4z37OnwbepBA "The ServiceNow Legal Simple Privacy application provides a mechanism to raise a Privacy Assessment request to resolve privacy related concerns.") : The ServiceNow® Legal Simple Privacy application provides a mechanism to raise a Privacy Assessment request to resolve privacy related concerns.{#legal-management-overview__legal-simple-privacy-defn} [Legal Hold Notification](https://www.servicenow.com/docs/VQp_PvAS0tmDpe3gX9vSOw "The ServiceNowThe ServiceNow Legal Hold Notification application helps organizations manage their legal obligations to preserve relevant information when a legal hold is issued. It enables you to submit a legal hold matter, add custodians, send notices, and close the legal hold matter, to ensure legal and regulatory compliance.") : The ServiceNow® Legal Hold Notification application helps organizations manage their legal obligations to preserve relevant information when a legal hold is issued. It enables you to submit a legal hold matter, add custodians, send notices, and close the legal hold matter, to ensure legal and regulatory compliance.{#legal-management-overview__legal-hold-notification-shortdesc} ## Legal Simple Compliance {#legal-management-overview__section_oz5_djg_h2c} The ServiceNow® Legal Simple Compliance application provides prebuilt legal workflows to submit and manage legal compliance requests. The Legal Simple Compliance includes the following applications. [Gifts and Entertainment Compliance](https://www.servicenow.com/docs/3cHwcuMgyP0PPjBxUfbpRw "The ServiceNow Gifts and Entertainment Compliance enables you to manage disclosures from employees giving or receiving gifts or entertainment to internal or external parties to ensure they comply with company policies.") : The ServiceNow® Gifts and Entertainment Compliance enables you to manage disclosures from employees giving or receiving gifts or entertainment to internal or external parties to ensure they comply with company policies.{#legal-management-overview__gifts-and-entertainment-shortdesc} [Legal Conflict of Interest](https://www.servicenow.com/docs/AGTFExJwAidaglBGI2CY4w "Legal Conflict of Interest enables you to manage the disclosure, approval, and registry of conflict of interest that might arise from employees having competing interests or loyalties.") : The ServiceNow® Legal Conflict of Interest application enables you to manage the disclosure, approval, and registry of conflict of interests that might arise from employees having competing interests or loyalties.{#legal-management-overview__ph_legal-coi} [Legal Stock Preclearance](https://www.servicenow.com/docs/6wD7JTrcRUxAqaYaxXyQQg "Legal Stock Preclearance application keeps you in compliance with your organization's stock preclearance policy through automation of submission and approvals of preclearance requests.") : 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 list, and approve or reject stock preclearance requests.{#legal-management-overview__ph_legal-stock-pre} ## [ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/l1WVosAIhuxcD7fwKs~o7A "Use the ServiceNow ServiceNow Otto for Legal Service Delivery (LSD) application to summarize a legal request or legal matter to understand the context, refresh the summary, and post the summary to the work notes. It also enables Q&A Genius Results that generates actionable answers from Knowledge article search results.") {#legal-management-overview__section_nwg_dsz_gdc} Use the ServiceNow® ServiceNow Otto for Legal Service Delivery (LSD) application to summarize a legal request or legal matter. Request fulfillers can understand the context, refresh the summary, and post the summary to work notes more quickly with generative AI. ## [Legal Counsel Center](https://www.servicenow.com/docs/JyxPBhvw8Qm74oAhSJbuNw "The Legal Counsel Center is the next experience Workspace that enables the legal department members to work with actionable widgets to quickly categorize, prioritize, and efficiently resolve legal issues.") {#legal-management-overview__section_sq3_b14_pvb} 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. ## [External Legal Service Center](https://www.servicenow.com/docs/o4ZrQ19Ej2InzuL2R590Tw "The ServiceNow External Legal Service Center application enables external users like customers, partners, and the public to directly contact your organization for legal information. They can ask for clarifications, submit concerns, and get the legal information they need. This access fosters trust and shows organization's commitment to accountability and legal compliance.") The ServiceNow® External Legal Service Center application enables external users like customers, partners, and the public to directly contact your organization for legal information. They can ask for clarifications, submit concerns, and get the legal information they need. This access fosters trust and shows organization's commitment to accountability and legal compliance. ## Performance Analytics Content Pack for Legal Service Delivery {#legal-management-overview__id_w2k_w4y_3sb} [Performance Analytics Content Pack for Legal Service Delivery Performance Analytics Legal Executive dashboard](https://www.servicenow.com/docs/g8_oY0MYo~fpk94UjlRM8Q "Analytics and Reporting Solutions contain prepackaged Performance Analytics content for use with other ServiceNow AI Platform products. This Analytics and Reporting Solution enables data-driven decision making through insights and trends derived from legal services and operations data.") : 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 preconfigured 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-management-overview__section_owx_ylr_fkb} [Legal Virtual Agent Conversations](https://www.servicenow.com/docs/O2yLLkX8Ci~P0S9SelfQww "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 predefined topics to handle common legal requests from employees or guide them through self-service tasks.") : 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 predefined topics to handle common legal requests from employees or guide them through self-service tasks.{#legal-management-overview__ph_legal-va} ## Mobile experience for Legal Service Delivery {#legal-management-overview__section_r2c_b3r_fkb} 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, track the status of requests, and read knowledge articles. 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](https://www.servicenow.com/docs/0Nkh1Fb2jq7NVn5dbDlCRQ "The ServiceNow Legal Mobile application enables your employees to submit and track legal requests and lawyers to work on these requests on their mobile devices."). ## Domain separation for Legal Service Delivery applications {#legal-management-overview__section_qcr_opo_zlb} The Legal Service Delivery applications support domain separation at the Basic level. For more information, see [Domain separation and Legal Service Delivery](https://www.servicenow.com/docs/RFZaeTIaZ5h_YKBN~tv1jQ "Domain separation is supported for applications in Legal Service Delivery. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data."). For more information on support levels, see [Application support for domain separation](https://www.servicenow.com/docs/access?context=domain-separated-apps&version=yokohama&pubname=yokohama-platform-security&ft:locale=en-US). ## Helpful resources {#legal-management-overview__cf-app-landing-get-help} Some ServiceNow resources that can provide you with helpful information are: ServiceNow Community : Connect with other Legal Service Delivery users at [ServiceNow Community](https://www.servicenow.com/community/legal-service-delivery/ct-p/legal-service-delivery). ServiceNow University : Access real-time courses, self-paced training, and career resources, such as [Legal Service Delivery (LSD) Essentials](https://learning.servicenow.com/lxp/en/legal-service-delivery/legal-service-delivery-lsd-essentials-tokyo?id=learning_course_prev&course_id=9dbcfc34974b8a10524eb3cf9153affb) and more, from [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow).