[ServiceNow® Legal Service Delivery ](https://www.servicenow.com/products/legal-service-delivery.html)(LSD) provides a unified experience between the employees requesting legal support and the legal teams serving them.

This hands-on lab (originally a part of Knowledge 2023) explores how the foundational components of LSD: Legal Request Management and Legal Matter Management help organizations streamline their enterprise Legal workflows by solving two business scenarios for a fictional company, Acme Corp.

**Scenarios covered in the lab**

This lab walks through the steps needed to configure LSD for two scenarios detailed below.

**Scenario A: Submitting a General Legal Request using OOTB Intake Process**

* Acme Corp has decided to set up Legal Service Delivery to streamline their legal intake process and improve their employee experience to request support from legal.
* They have rolled out the out-of-the-box **General Legal Request** to retire emails as the channel to contact the Legal team.
* **Abel** is an employee in Marketing, who uses this request to raise a **concern about a possible copyright violation with Legal** about one of their marketing campaigns using cartoon characters from a well-known studio.

* **Alfonso** is a member of the **Legal Operations team** at Acme Corp who will work on this request.

**Scenario B: Creating a Legal Matter to manage Litigations in SN**

* Acme Corp has decided to deploy Legal Matter Management for their Litigation workflow to streamline and standardize how lawsuits against the company are tracked and responded to.
* The implementation team has worked with the Legal Operations team to identify the typical phases and tasks needed to be performed in response to a lawsuit as below.
* As a part of this scenario, we will set up Matter Templates, tasks, and phases and use them while submitting a Matter for a Litigation use case.

**Lab setup**

To carry out this Lab, you will have to request a [Personal Development Instance](https://developer.servicenow.com/dev.do#!/guides/utah/developer-program/pdi-guide/personal-developer-instance-guide-introduction) from the ServiceNow developer sites and install the plugins, store apps, and xmls in said order.

**Setting up your Lab Instance:**

_**Plugins - Install these plugins in your instance.**_

1. Employee Center (sn\_ex\_sp)
2. Employee Center - Pro (com.sn\_ex\_employee\_center\_pro)
3. Employee Center Core (sn\_hr\_sp)

\*Note: EC or EC Pro is not a prerequisite for using LSD. However, we chose to use EC features as a part of this Lab to improve the employee experience.

_**Store Apps - Install these store apps in your instance. Demo data is preferred but optional.**_

**_XML Uploads - Upload these XML files (in order). Please see the attachments for XML files._**

1. Knowledge Bases: 1 - kb\_knowledge\_base\_1ec18f62b31713007a6de81816a8dc9e.xml
2. KB Category: 2 - kb\_category (parent\_id=1ec18f62b31713007a6de81816a8dc9e).xml
3. KB Articles: 3- kb\_knowledge (kb\_knowledge\_base=1ec18f62b31713007a6de81816a8dc9e).xml
4. Group Membership: 4 - sys\_user\_grmember (group=3e5414c5b7a2230030ab8347ee11a9f4).xml
5. Legal Matter Owner Group: 5 - Legal Matter Owner Group sys\_user\_group\_d91a2865842a25107f4485a644187649.xml
6. Legal Matter Owner Group Roles: 6 - sys\_group\_has\_role (group=d91a2865842a25107f4485a644187649).xml
7. Legal Matter Owner Group Membership: 7 - sys\_user\_grmember (group=d91a2865842a25107f4485a644187649).xml
8. User Roles: 99 - sys\_user\_has\_role (role.nameSTARTSWITHsn\_lg).xml

**Lab Guidebook**

Once you have set your instance up for the lab, please refer to this Lab Guide attached for the steps to carry out as part of the lab.

* Lab Guide: _**Session Guidebook LSD Lab.pdf**_ (See Attachments)

For additional details on implementing Legal Service Delivery, please refer to [this webinar.](https://www.servicenow.com/community/lsd-events/webinar-getting-started-with-the-legal-service-delivery/ev-p/2469923)