Company

Challenges

The organization’s legal operations were distributed across multiple systems and workflows, resulting in inefficiencies and limited control. The absence of a centralized platform made it difficult to manage legal requests, track evidence, and ensure compliance at scale. Key challenges included:

• Disconnected Systems and Workflows: Multiple ServiceNow instances, including ITSM and custom applications which operated in silos, leading to fragmented processes and inconsistent data. 
• Manual and Time-Intensive Processes: Contract management, evidence tracking, and compliance workflows relied heavily on manual effort, increasing turnaround times and operational overhead.  
• Limited Visibility and Tracking: The lack of centralized dashboards made it difficult to monitor request status, track progress, and gain actionable insights.
• Scalability and Performance Constraints: Existing systems were not optimized to handle growing data volumes and evolving business needs.
• Regulatory and Security Challenges: Ensuring compliance with strict financial regulations while maintaining secure access to sensitive legal data remained a critical concern.

What Solution we provide

Unified Legal Service Delivery Platform on ServiceNow

The organization partnered with Aelum to design and implement a centralized Legal Service Delivery (LSD) solution built on ServiceNow. The solution focused on automation, integration, and governance to transform legal operations at scale.

• Dedicated Legal Service Delivery (LSD) Instance: Implemented a centralized LSD environment to manage end-to-end legal workflows, including contract lifecycle management and evidence tracking.
• Custom Intake Forms and Workflow Automation: Designed structured intake forms and automated workflows to standardize legal requests, reduce manual intervention, and improve process efficiency.
• Unified Dashboards and Real-Time Visibility: Developed role-based dashboards providing real-time tracking, performance insights, and improved decision-making. 
• Seamless Integration Across Systems: Integrated ITSM, custom applications, and LSD into a cohesive ecosystem, ensuring smooth data flow and eliminating operational silos. 
• Scalable and High-Performance Architecture: Optimized the platform to handle large volumes of legal data efficiently, supporting future growth and evolving requirements. 
• Robust Security and Compliance Framework: Implemented strict access controls and governance mechanisms to ensure regulatory compliance and protect sensitive legal information.

Outcomes

The implementation of the ServiceNow LSD platform significantly improved legal operations, enabling efficiency, scalability, and compliance across the organization.

Impact