ServiceNow Otto for Legal Service Delivery (LSD)

  • Release version: Zurich
  • Updated March 12, 2026
  • 3 minutes to read
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    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 ServiceNow Otto for Legal Service Delivery (LSD)

    ServiceNow Otto for Legal Service Delivery (LSD) is an AI-powered application designed to assist legal teams by summarizing legal requests or matters and generating actionable answers from Knowledge article search results. It also enables submission of Conflict of Interest requests through conversational intake using the ServiceNow Otto panel in Virtual Agent. Otto represents ServiceNow’s new AI experience brand, reflecting updates to product naming.

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    It is important to note that the AI capabilities do not provide legal or professional advice and should not be considered a substitute for consultation with qualified professionals. Customers bear responsibility for any decisions or actions taken based on the AI outputs.

    Getting Started and Configuration

    To use ServiceNow Otto for LSD, customers must configure the application within their ServiceNow environment. After configuration, customers can leverage AI-driven features to enhance legal service delivery processes.

    Availability of AI model providers and features may vary based on geographic region, data center environment, and regulatory requirements. Customers should review applicable ServiceNow Knowledge Base articles (such as KB1584492, KB0743854, and KB2593939) for the latest information on feature availability.

    AI Limitations and Responsible Use

    The application uses AI and machine learning, which might not always produce fully accurate or complete results. Customers are advised to thoroughly test and evaluate the outputs for suitability and accuracy, maintaining human oversight especially in sensitive areas such as legal matters. ServiceNow’s AI Acceptable Use Policy governs appropriate use of these AI features.

    Data Processing and Collection

    Using the application involves transferring data from customer instances to centralized ServiceNow environments, potentially across different regions and through third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.

    ServiceNow collects input, output, and edit data from the use of the application to improve AI models and technologies. This includes information related to legal requests, matters, and search activities within the Legal Counsel Center and Employee Center. Customers have the option to opt out of future data collection as described in the Now Assist documentation.

    Support and Troubleshooting

    • ServiceNow Community on AI and Intelligence for peer support
    • Known Error Portal for documented issues
    • Customer Service and Support for direct assistance

    Use the ServiceNow Otto for Legal Service Delivery (LSD) application to summarize a legal request or legal matter, generate actionable answers from Knowledge article search results. You can also submit a Conflict of Interest request using conversational intake from the ServiceNow Otto panel in Virtual Agent.

    Note:

    ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Legal Service Delivery (LSD).

    None of the Advanced AI and Data Products provide legal or professional advice. The outputs provided by the Advanced AI and Data Products are for informational purposes only and are not a substitute for advice from a qualified professional. Customer assumes all responsibility and obligations with respect to any decisions, advice, conclusions, legal opinions, recommendations made or given as a result of the use of the services, including without limitation, any decision made, or action taken by Customer in reliance upon the Advanced AI and Data Products.

    The Advance AI and Data Products and services do not and are not intended to constitute legal advice and do not create an attorney-client relationship.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about the Legal Request and/or Legal Matter (including related field information, comments and work notes), and information about search requests (including search prompts and results) from Knowledge articles in Legal Counsel Center and Employee Center. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.