ServiceNow Otto for Legal Service Delivery (LSD) release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Legal Service Delivery (LSD) Release Notes

    ServiceNow Otto for Legal Service Delivery (LSD) is an AI-powered application designed to enhance legal service workflows by leveraging generative AI to summarize legal requests and matters. These summaries help legal teams quickly understand case context and update work notes efficiently. The application is branded under the new ServiceNow Otto AI experience and is available through the ServiceNow Store.

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    Key Features

    • Natural Language Conflict of Interest (COI) Requests: Users can submit COI requests through conversational intake using Now Assist, eliminating the need for traditional intake forms.
    • Enhanced Legal Summarization: Summaries now incorporate data from extended practice area tables, providing richer context for legal requests and matters.
    • ServiceNow Otto AI Platform: Otto provides conversational AI integrated into ServiceNow workflows, enabling multimodal interactions across web, mobile, and messaging channels, as well as autonomous orchestration of cross-system workflows.
    • Integration with Legal Service Delivery: Connects employees and legal teams via a unified platform with intelligent workflows, streamlining legal request management through the Legal Counsel Center.
    • AI Admin Hub and Now Assist: Provides administrators with a console for setup and monitoring of AI applications, while Now Assist drives productivity by suggesting actions, providing answers, and enhancing search capabilities.

    Activation and Requirements

    ServiceNow Otto for Legal Service Delivery (LSD) is available for installation from the ServiceNow Store. Customers should verify their entitlements for feature access. Supported browsers and additional app details are available through ServiceNow documentation.

    Practical Benefits for ServiceNow Customers

    • Accelerate legal matter understanding with AI-generated summaries that include comprehensive data.
    • Simplify COI disclosures through conversational AI, improving user experience and compliance.
    • Leverage a unified AI platform that integrates seamlessly with existing ServiceNow workflows and devices.
    • Manage legal service delivery more effectively with streamlined workflows and centralized legal counsel tools.

    The ServiceNow Otto for Legal Service Delivery (LSD) application leverages generative AI capabilities to summarize a legal request or legal matter. This summary can help you understand context quickly so you can then refresh the summary and add context to the work notes. ServiceNow Otto for Legal Service Delivery (LSD) was enhanced and updated in the Australia release.

    ServiceNow Otto for Legal Service Delivery (LSD) highlights for the Australia release

    • 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). Check your entitlements to determine your access to specific features.
    • Disclose conflicts of interest using natural language from ServiceNow Otto in Virtual Agent rather than having to fill out intake forms.
    • Legal Request and Matter summarization now considers data from extended practice area tables when summarizing.
    Important:
    ServiceNow Otto for Legal Service Delivery (LSD) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Australia Patch 1
    Submit COI request using Now Assist conversational intake
    Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system.

    Changed in this release

    Australia Patch 5
    ServiceNow® AI implementation
    Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
    Australia Patch 1
    Summarize a legal request or matter by using Now Assist for Legal Service Delivery (LSD)
    Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters.

    Activation information

    Install ServiceNow Otto for Legal Service Delivery (LSD) by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Browser requirements

    To see the list of supported browsers for ServiceNow Otto for Legal Service Delivery (LSD), see Browser support.

    Related ServiceNow applications and features

    Legal Service Delivery
    Connect employees and legal teams through a unified platform with intelligent workflows, streamlining legal requests and managing complex matters efficiently via the Legal Counsel Center.
    Overview tab in Now Assist Admin
    Use the AI Admin Hub console to provide you with quick and easy access to the important information that you must set up, configure, and monitor AI applications and features.
    Now Assist
    Help improve productivity and efficiency in your organization, deliver better self-service, suggest actions, provide answers, and empower your users to search effectively.