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How a Global Technology Leader Modernized Legal Operations With ServiceNow LSD

Learn how a global technology services provider partnered with Nihilent to implement ServiceNow Legal Service Delivery (LSD), replacing manual and email-driven legal processes with a unified digital platform for requests, stock trading approvals, and matter management.

Service

ServiceNow - Legal Service Delivery (LSD) Consulting and Implementation

Vertical

Software, IT Services, and Hi-Tech

Region

Global (Over 200 Countries and Regions)

Tech Stack

ServiceNow Legal Service Delivery, Service Portal, Custom Workflows, Reports and Dashboards

How a Global Technology Leader Modernized Legal Operations With ServiceNow LSD

Client Overview

NTT is a global leader in technology services that delivers innovative IT and communications solutions to organizations around the world. Its portfolio spans managed services, cloud, network, and cybersecurity, supporting digital transformation for customers across more than 200 countries and regions. 

Within this large enterprise, the legal function plays a critical role in managing risk, contracts, and regulatory obligations, but historically relied on paper-based processes and spreadsheets to handle internal requests and stock trading programs for employees. Over time, this fragmented way of working made it harder to track legal matters, manage workload, and ensure consistent compliance. 

Business Challenges

The legal team wanted to modernize its operating model but faced several structural challenges in its existing processes and tools.

01

Manual, Fragmented Legal Processes

Legal requests were managed using paper, Excel, and ad hoc communication channels, including email, phone, instant messaging, and in-person interactions.

02

Cumbersome Internal Stock Trading Programs

Employee stock clearance, approvals, and sales for internal trading programs were handled via manual, multi-step workflows that were slow and error prone.

03

Limited Visibility and Tracking

The team lacked a single view into legal requests and matters, making it difficult to track status, manage priorities, and allocate resources effectively.

04

Need To Improve Responsiveness And Compliance

Leadership wanted faster access to information, better collaboration, and more reliable controls to support timely decisions and reduce operational risk.

How Nihilent Addressed This

Nihilent partnered with NTT to design and implement a tailored ServiceNow Legal Service Delivery solution that digitized requests, automated key workflows, and provided better visibility into legal operations.

Planning, Assessment, And Requirements Workshops

Nihilent organized structured workshops with legal and business stakeholders to capture requirements, understand current processes, and identify improvement opportunities across legal requests and internal stock trading workflows. The team then formalized the findings and built a project plan to guide implementation.

Design And Implementation of ServiceNow LSD

Business analysts and technical specialists documented detailed use cases, technical designs, and supporting materials required to deploy the LSD solution and iterated these documents with client leadership for approval. Based on the agreed requirements, Nihilent configured and implemented a customized LSD solution.

Unified Service Portal for Legal Requests

Nihilent implemented a centralized ServiceNow service portal as the primary interface for employees seeking legal support, allowing users to submit, track, and manage legal requests through a single, structured entry point. A Legal Service Catalog with a user-friendly experience was introduced to simplify how legal services are requested and categorized.

Automation of Internal Stock Trading Programs

The team automated stock clearance, approvals, and selling processes for internal stock trading programs, embedding compliance checks into the workflow and reducing the manual effort involved for employees and legal staff.

Optimized Document Management and Collaboration

ServiceNow LSD was configured to support better document organization, faster information retrieval, and collaboration across legal professionals and business users, improving how matters and supporting materials are captured and shared.

Customized Workflows, Notifications, And Analytics

Nihilent designed customized workflows to address specific approval paths and auto-approval scenarios, added conditional email notifications to keep stakeholders informed, and built reports and dashboards to give leadership insight into legal work, requests, and compliance metrics. The user interface was further refined with custom actions to streamline approval and rejection steps.

Key Results & Outcomes

Greater Efficiency in Legal Operations

Streamlined workflows, structured intake, and better document management improved operational efficiency and made information easier to find and use.

Lower Operational Costs and Fewer Errors

Automation reduced manual effort and process errors, driving cost savings across legal processes and internal stock trading programs.

Improved Collaboration and Transparency

The service portal and shared views enhanced real-time collaboration between legal teams and other employees, strengthening alignment and communication.

Deeper Insight and Better Decision Support

Tailored reports and dashboards provided clearer visibility into legal matters, request volumes, and compliance, supporting more informed decisions and monitoring.

Higher Responsiveness to Business Needs

With standardized, digital workflows, the legal team was able to respond more quickly with strategic counsel and support organizational priorities more effectively.

Enhanced Employee Experience for Legal and Trading Services

Employees now use a single, transparent platform to submit, track, and complete legal requests and stock trading approvals, replacing unstructured email-based processes.

Broader Visibility into Legal Demand

The system’s reporting and statistics on legal service requests provided leadership with a better understanding of demand patterns and workload across the function.

Key Takeaways

For a global technology services leader with a complex legal landscape, modernizing legal operations required more than digitizing forms - it meant redesigning how legal services are requested, processed, and measured on a unified platform. By implementing ServiceNow Legal Service Delivery with a tailored portal, automated stock trading workflows, and rich reporting, Nihilent helped NTT move from manual, fragmented legal processes to a structured, data-driven legal service model that is more efficient, more transparent, and better aligned to the organization’s strategic objectives.

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