SERVICENOW LEGAL SERVICE DELIVERY (LSD)

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The ServiceNow Legal Service Delivery (LSD) syllabus provides structured training on how to manage, automate, and streamline legal workflows using the ServiceNow platform. It covers key concepts, configurations, and hands-on practice to help learners understand legal case management, document handling, approvals, and compliance processes. This training is important for legal teams, ServiceNow administrators, process consultants, and anyone involved in modernizing legal operations through digital transformation.

Duration of Training : 24 Hours
Batch type : Weekdays/Weekends
Mode of Training : Classroom/Online/Corporate Training
Detailed Syllabus • Hands-on Labs • Assignments • Projects

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Overview

The Syllabus

Curriculum Designed by Experts

Module 1 — Introduction & Foundations (3 hrs)

Objective: Understand LSD purpose, core components, and how it fits within
ServiceNow.
Topics
What is Legal Service Delivery (LSD)?
Business value and use cases
LSD architecture overview
Role of LSD in the Now Platform
Key concepts: Requests, Matters, Practice Apps
Activities
Demo: LSD home page & navigation
Q&A

Module 2 — ServiceNow Platform Basics (3 hrs)

Objective: Build foundational skills needed to work e`ectively in LSD.
Topics
Now Platform navigation
Lists, forms, related lists
Users, groups, and roles
Basics of tables and records
Search, filters, and reports
Hands-On Labs
Create users & assign roles
Customize list views

Module 3 — Legal Request Management (3 hrs)

Objective: Learn how to manage legal requests end-to-end.
Topics
Legal Request intake process
Request forms and fields
Routing and assignment logic
Templates & pre-defined answers
SLA/OLAs for legal requests
Hands-On Labs
Configure a request form
Build routing rules

Module 4 — Legal Matter Management (3 hrs)

Objective: Track and manage legal matters with best practices.
Topics
What a Matter is and when to create one
Matter lifecycle stages
Matter teams & roles
Matter hierarchies
Linking requests to matters
Hands-On Labs
Create sample Matters
Add team members

Module 5 — Practice Apps (3 hrs)

Objective: Explore legal “practice” applications within LSD.
Topics
Overview of key Practice Apps:
Conflict of Interest
Legal Investigations
Simple Contracts
Privacy
How Practice Apps extend LSD
Common tasks in each app
Hands-On Labs
Walk through a conflict check workflow
Run a privacy request example

Module 6 — Employee Experience & Self-Service (3 hrs)

Objective: Configure portals and self-service features.
Topics
Legal Counsel Center
Service Catalog integration
Virtual Agent basics for LSD
Knowledge base and FAQs
Branding and portal customization
Hands-On Labs
Configure a Virtual Agent flow Publish a knowledge article

Module 7 — Reporting, Dashboards & Analytics (3 hrs)

Objective: Build reports and dashboards to drive insights.
Topics
LSD data model for reporting
List vs. report creation
Dashboards for legal teams
Key performance metrics (e.g., request volume, cycle time)
Scheduled reports
Hands-On Labs
Build a Matter pipeline dashboard

Module 8 — Security, Configuration & Best Practices (3 hrs)

Objective: Understand security, configuration fundamentals, and implementation best practices.
Topics
LSD roles & access control
Configuring forms & fields (without code)
Business rules and UI policies
Integrations (overview)
Change management & deployment
Hands-On Labs
Lock down a form based on role
Define a UI policy for a field

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Servicenow Legal Service Delivery (lsd) Course Certification With Training In Bangalore

Q: Module 1 — Introduction & Foundations (3 hrs)

Objective: Understand LSD purpose, core components, and how it fits within ServiceNow. Topics What is Legal Service Delivery (LSD)? Business value and use cases LSD architecture overview Role of LSD in the Now Platform Key concepts: Requests, Matters, Practice Apps Activities Demo: LSD home page & navigation Q&A

Q: Module 2 — ServiceNow Platform Basics (3 hrs)

Objective: Build foundational skills needed to work e`ectively in LSD. Topics Now Platform navigation Lists, forms, related lists Users, groups, and roles Basics of tables and records Search, filters, and reports Hands-On Labs Create users & assign roles Customize list views

Q: Module 3 — Legal Request Management (3 hrs)

Objective: Learn how to manage legal requests end-to-end. Topics Legal Request intake process Request forms and fields Routing and assignment logic Templates & pre-defined answers SLA/OLAs for legal requests Hands-On Labs Configure a request form Build routing rules

Q: Module 4 — Legal Matter Management (3 hrs)

Objective: Track and manage legal matters with best practices. Topics What a Matter is and when to create one Matter lifecycle stages Matter teams & roles Matter hierarchies Linking requests to matters Hands-On Labs Create sample Matters Add team members

Q: Module 5 — Practice Apps (3 hrs)

Objective: Explore legal “practice” applications within LSD. Topics Overview of key Practice Apps: Conflict of Interest Legal Investigations Simple Contracts Privacy How Practice Apps extend LSD Common tasks in each app Hands-On Labs Walk through a conflict check workflow Run a privacy request example

Q: Module 6 — Employee Experience & Self-Service (3 hrs)

Objective: Configure portals and self-service features. Topics Legal Counsel Center Service Catalog integration Virtual Agent basics for LSD Knowledge base and FAQs Branding and portal customization Hands-On Labs Configure a Virtual Agent flow Publish a knowledge article

Q: Module 7 — Reporting, Dashboards & Analytics (3 hrs)

Objective: Build reports and dashboards to drive insights. Topics LSD data model for reporting List vs. report creation Dashboards for legal teams Key performance metrics (e.g., request volume, cycle time) Scheduled reports Hands-On Labs Build a Matter pipeline dashboard

Q: Module 8 — Security, Configuration & Best Practices (3 hrs)

Objective: Understand security, configuration fundamentals, and implementation best practices. Topics LSD roles & access control Configuring forms & fields (without code) Business rules and UI policies Integrations (overview) Change management & deployment Hands-On Labs Lock down a form based on role Define a UI policy for a field

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