LSD Maturity Assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of LSD Maturity Assessment

    The Legal Service Delivery (LSD) Maturity Assessment accelerator helps ServiceNow Impact customers evaluate their current LSD processes and functional maturity. Through a structured assessment involving key business stakeholders, customers receive a clear snapshot of their process maturity and targeted, prescriptive recommendations to optimize their LSD product usage. This accelerator is designed to maximize the value of the ServiceNow platform within Legal Service Delivery.

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    This accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

    Key Features

    • Kickoff Session: A 1.5-hour session to set expectations, define customer participation, and request necessary data.
    • Assessment Questionnaire: Prebuilt, targeted questions completed independently by assessment participants to identify gaps and opportunities.
    • Questionnaire Analysis: The Impact Squad reviews responses, analyzes maturity scores, and compiles tailored recommendations and best practices.
    • Maturity Assessment Report: Includes a maturity score, top five unadopted product feature recommendations, additional initiatives or accelerators to consider, and a comprehensive list of recommendations.
    • Customer Readout Session: Up to 1.5 hours to present and discuss the assessment results, recommendations, and suggested implementation plans.
    • Follow-up Session: Up to 1 hour for Q&A and additional guidance on leading practices as needed.

    Customer Participation and Responsibilities

    • Main Customer Contact/PMO: Acts as primary liaison, manages participant list, ensures assessment completion, and sponsors outputs.
    • Assessment Participants: Complete the questionnaire by the deadline and raise any concerns promptly.
    • Process Owner: Responsible for the process being assessed (optional, but beneficial).

    The questionnaire should be completed virtually at least two weeks before the readout session to allow sufficient analysis time.

    Scope and Exclusions

    This accelerator focuses on process and functional maturity assessment and does not include a technical review of LSD configurations. ServiceNow resources do not perform implementation of recommendations on customer environments, whether production or non-production.

    This accelerator assesses your current Legal Service Delivery (LSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform

    Accelerator overview

    Legal Service Delivery Maturity Assessment provides Impact customers with prescriptive recommendations based on a structured assessment conducted by key stakeholders within the customer's business. By offering customers a snapshot of their current process maturity and targeted next-step recommendations, this accelerator helps maximize the value of their ServiceNow investment.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What You Get

    LSD Maturity Assessment kickoff session (up to 1.5 hours)
    • Set expectations on the process and depth of deliverable
    • Communicate expectations for customer participation
    • Request data and any other inputs
    LSD Maturity Assessment questionnaire
    Your assessment participants are asked to independently fill out a prebuilt LSD Maturity Assessment questionnaire that asks targeted questions to assess gaps and opportunities with your LSD product.
    Questionnaire results analysis (time as needed determined by the Impact Squad)
    The Impact Squad performs the following:
    • Reviews and analyzes the questionnaire scores
    • Compiles tailored recommendations and leading practices
    • Provides guidance that helps you understand how to best maximize your LSD product investment
    LSD Maturity Assessment Report
    The assessment report is a result of the questionnaire and input from ServiceNow LSD leaders and includes the following:
    • Maturity score
    • The top five recommendations of unadopted product features for LSD
    • Additional initiatives or Impact Accelerators to conduct, or specific recommendations to achieve outcomes
    • A complete list of recommendations observed
    Customer readout session (up to 1.5 hours)
    • Deliver the LSD Maturity Assessment report
    • Review the LSD Maturity Assessment report:
      • Present the assessment results
      • Discuss targeted recommendations
      • Provide a suggested plan and resources to help you decide which recommendations to implement
    Follow-up Session (up to 1 hour)
    • Opportunity for Q&A related to the LSD Maturity Assessment
    • Provide additional guidance on leading practices, as needed

    Requested customer resources

    One or more customer resources are requested. The specific number of resources provided is accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Main Customer Contact, PMO This individual is the primary contact for the duration of the engagement and carries out the following responsibilities:
    • Gathers and shares the list of assessment participants
    • Ensures completion of the assessment by participants
    • Provides sponsorship for outputs based on the recommendations
    		 ✓
    Assessment Participants These are the people within your organization that will be completing the assessment. Their responsibilities are:
    • Complete the assessment by the agreed deadline
    • Raise any questions or concerns as soon as possible
    		 ✓
    Process Owner Owns the process being assessed ✓

    Requested information / access

    We request that the LSD Maturity questionnaire is completed by the Customer virtually a minimum of two weeks prior to the Customer readout session.

    Exclusions

    • This Impact Accelerator does not include a technical review of LSD.

    • ServiceNow resources are not responsible for implementing LSD recommendations on Customer’s non-production or production instances.