What's New in Legal Service Delivery for Tokyo?

[ServiceNow]

Enterprise legal departments are being asked to do more, work faster and cut costs, while reducing risk to protect the company brand. That’s not an easy task to solve by doing things the old way with email and spreadsheet trackers. ServiceNow® Legal Service delivery helps legal departments digitally transform their manual processes into an automated workflow, helping drive both team productivity and efficiencies up, while bringing costs down.   

The Tokyo release builds on that foundation with three new capabilities based on direct feedback from our customers. First, we have extended the out-of-box workflows with a new Legal Investigations app designed to track and respond to employee complaints. Second, we have improved service efficiency with external document storage support for both requests and matters. And Finally, Universal request support has been added to better align with multi-department shared service organizations. 

Legal Investigations 

Our customers wanted a simple way to manage the sensitive process of managing internal complaints. Getting out of email and spreadsheets into a streamlined workflow process that was efficient and secure. These include failures to report conflict of interest, intellectual property theft, harassment claims, and many others.  

The new workflow provides several ways to submit these complaints, including the Employee Center, an anonymous reporting center, or email. Legal teams assigned to these complaints are provided with a formalized, yet configurable, set of policies and steps to follow including interviews, evidence collection and other action items. And as is with all ServiceNow workflows, full insights into the progress and history of the investigation can be seen by those with proper access rights, thereby helping ensure that privacy is maintained throughout.  

 

External storage enhancements 

Legal teams spend most of their time reviewing and editing documents on behalf of the business. So, keeping track of changes in a central and secure repository is paramount. To help streamline this process, we’ve integrated the leading cloud document storage vendors with Legal Service Delivery.  

When making requests to legal, attachments are automatically routed to the cloud storage provider for easy reference access and editing. In some cases, legal departments work with multiple storage providers at the same time. To support that use case, the system can be configured to assign specific storage options based on a workflow or practice area including Box, OneDrive, or Google Drive, providing maximum flexibility. As always, security is automated throughout the process across each of the cloud storage providers, helping ensure that confidentiality is maintained.  

Universal Request 

As more organizations adopt ServiceNow to provide services across all departments in a shared service or global business service manner, simplifying the request process for employees becomes increasingly important. Often, employees don't know where or to whom, such a request should be made. Universal Request provides a single point of reference for any employee request that can be managed by a department or across departments including IT, HR, Workplace Services, and now Legal.   

These requests can be routed directly to Legal based on defined rules without the employee needing to guess where it should go. Many requests involve multiple departments; for example, an employee transfer may require both HR and Legal help. And should the request be routed to the wrong department, or need follow-up by a different team, the legal team can easily transfer the request, while keeping the employee informed throughout the process.  

 

Learn More 

These are just a few of the new features coming to Legal Service Delivery in the Tokyo release. From here, review the release notes and product documentation to get additional detail. Attend the Release Broadcast on October 5th at 8:00 AM Pacific / 11:00 AM Eastern to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here.   

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