good morning and thank you for joining the what's new in Washington DC Legal Service delivery webinar my name is shafat sad and I work in the legal service delivery product team and I'm joined by my colleague Tyler Rino who's a senior solution consultant we encourage you to attend the live service now webinars you'll see a QR code on your screen that you can scan with your phone or you can click uh one of the links that I just posted in the chat window to find out about upcoming webinars a few housekeeping items before we jump into our content firstly please use the Q&A button at the bottom of your screen to post questions that we can uh address during the webinar this allows us to track the uh questions rather than seeing them scroll off in the chat window secondly is the presentation will be recorded and shared on the service now community and I'll post a link in the chat window and thirdly after the event you'll be prompted to fill out a short survey we really ask you to fill out that survey so that we can improve these webinars over time so jumping through jumping into the agenda we we'll cover a brief overview of the legal service delivery product talk about what's new in Washington Tyler will do a live demo of one of the new uh products we'll have some resources as well as talk about some future events we may talk about some future capabilities and we just bear ask you to bear in mind that some capabilities and time may change as indicated in our Safe Harbor statement we like to keep these webinars interactive so we'd like to start off with a poll to ask you how much do you know about the legal service delivery product so let's jump in and you should see a poll on your screen and if you can please just answer that one of those choices how much do you know we'll give that moment to see how uh the answers coming in and then we'll share those poll results we like to just understand our audience so that we can um address the content appropriately and as soon as the answers start slowing down I'll go ahead and end the poll and share the results okay let's see here let's go ahead and end that poll and I'll share the results it looks like uh the majority of you really don't know much and you're here to learn well great that's exactly why we do these webinars so thank you for answering that poll okay moving on when we talk to our customers and the corporate legal departments in the C at our customers we hear really three big challenges that legal departments have firstly is that they have unstructured intake meaning when employees try to contact corporate legal departments it's typically through email maybe phone calls or direct messages and they have many manual processes not really a good way to track them perhaps they track it in a spreadsheet uh secondly is that there are uh inefficient resource allocations and prioritization so unclear exactly where those resources are are going what the processes are and that all leads to a lack of insights lack of visibility and it's very difficult to manage resources and workloads when you don't have that visibility well that's where service now's Legal Service delivery product comes in provides a structured process for legal departments we provide a legal front door for legal intake requests and provide self-service experience and out-of-the-box legal workflows that really streamline the whole process of Prov legal departments providing services to employees second is really increasing practitioner productivity practitioners are you know lawyers legal staff um and how they operate through a single legal council Center and third is Insight providing that visibility into ongoing demand and Trends with real-time dashboards and kpis LSD or legal service delivery is really part of the interdepartmental workflows that we have at service now we always put the employee at the center of our experiences and we have products for each of the different departments whether it's it HR or legal in this case and what we enabled legal departments to do with Legal Service delivery is triage those repetitive legal questions through self-service across channels secondly is to prioritize those legal requests and that delivers team productivity and third is to identify Trends to continually improve service quality often times customers have already made an investment in one or more service Now Products whether that be it SM HR or others so it's really natural to ask do I really need Legal Service delivery now customers can solve their legal needs by building directly on the service now platform or by extending another service now product like itsm we believe these options each have a worst total cost of ownership and time to Value versus buying Legal Service delivery and here's why with Legal Service delivery there's an entire legal specific data model fields and access controls this data model is what allows all the legal specific capabilities for example enables legal requests and internal legal matters both legal requests and legal matters have a privilege data model and as legal staff needs more robust privacy controls and the ability to lock down information another is legal practice areas for example contracts conflict of interest these allow legal departments to address address their complex needs collectively these Innovations are just a sub subset of the capabilities that legal service delivery provides and with each release we continue to deliver more Innovations to Drive Legal efficiencies for legal departments with Legal Service delivery you get a powerful continuously updated foundation and new Innovations if you build or configure new functionality on top of Legal Service delivery you inherit all of those LSD Innovations seing in this way the total cost of ownership and time to Value are both significantly better with Legal Service delivery one of the ways that legal service delivery drives time to value is with legal practice apps this leverage industry expertise to provide out-of-the-box workflows that speed the time to value and reduce risk they provide pre-built workflows for common use cases such as ethics complaints conflicts of interest non disclosure agreements and thirdparty contract review and more the 12 practice applications shown here come with Legal Service delivery and we've added another that we'll review shortly now what's new in Washington DC with Legal Service delivery there are three capabilities we're going to cover contract management Pro legal simple intellectual property and new legal ecosystem Integrations so now we've come to our second poll question we want to understand how do you manage contracts in your organization so I'll go ahead and launch that that uh Second P so please go ahead and just answer the question on how do you manage your contracts in your organization you know is it a manual process no tools used maybe you use um the platform contract management app are you evaluating a CLM or maybe you're using a CLM answers are coming in we'll just give another give it another moment for people to complete the answers okay let's go ahead I'll end the poll and let's take a look at the results looks like the majority of you are uh have are using manual processes without any tools and uh actually that is tied with using a CLM really interesting great well thank you for answering that poll and now moving on so the First new capability that we've introduced with the Washington release is a new paid add-on application to Legal Service delivery called contract management Pro and this application automates legal and procurement contract workflows to accelerate business processes when you think about it every transaction many many transactions within organizations rely on contract cont s so a manual slow contract process can slow down business but with contract management Pro you can speed up those transactions across the Enterprise so it allows um employees to request uh new contracts through self-service provide structured intake forms that route those contract requests to the right team members you can author contract templates um using Microsoft word which dynamically generates contracts from Clauses in a library and it delivers contract insights to Business Leaders to mitigate risk and help ensure business operations are smooth the way you create templates contract templates is using a Microsoft Word addin so legal teams can work in the tool that they're used to and this minimizes the time to create publish contracts provides a familiar tool for tagging Fields that'll be filled with data and signatures you can easily tag multiple Clauses to build a clause Library the Clause Library ensures consistency across contracts by using standard Clauses that are proved by legal and that are always current with company policies laws and regulations and this helps minimize the number of contract templates through changing Clauses dynamically and it allows um you to tailor those contracts to individual situations with standard languages standard language contract management Pro includes the ability to have contract relationships so you can easily locate related documents so for example let's say you have a master service agreement that could include an NDA state stat Ms of work purchase agreements that are all related and easily found together in addition to templated contracts employees can submit third-party contracts for reviews so for example an employee can submit uh multiple contract documents related to that Master service agreement the legal team can track multiple versions of each contract with the supporting documents and know exactly which one's the most current version and legal departments can send multiple documents to third parties during the negotiation and signature process now enough of the PowerPoint slides let's get into a demonstration of contract management Pro I'll hand it over to Tyler who's going to give you that demo now all right fantastic hi everyone again my name is Tyler Rino and I'm a solution consultant here at service now I help to support both Legal Service delivery and uh you're muted can you guys hear me hello hello hello hello there you go Tyler now we can hear you okay sorry I'm not sure what was going on might maybe a little bit of a technical difficulty there can can you hear me okay now Shao um yes can hear you okay perfect um hi everyone again my name is Tyler Reno and I'm a solution consultant here at service now and so I help to support um Legal Service delivery and contract management Pro and I'm happy to be with you today Chao can you just verify that you can see my screen okay yes I can see your screen thank you perfect all right um and so as we come into the software we're landing on the employee Center uh the employee Center is meant to serve as a central hub for employees across your organization that need to engage meaningfully with various departments within the organization so it's purpose-built to give users a front door experience for anything they might need assistance with from the organization uh and the employee Center is not legal specific and can be leveraged for various other service now products that your organization might already have in place such as um it requests uh HR needs or in this case legal uh the employee Center can Bubble Up organizational initiatives through these banners uh to help to promote any initiatives or information that need to be shared out and we can see we're logged in as Nicole uh and everything we see here such as the banners um as we scroll down any company news or quick links that we see um or could be configured based on our role or our department um so we want to allow organizations to personalize these employee Center portals so that they can be relevant to the different groups within your organization then lastly the employee Center also helps to promote collaboration uh we might have approvals and tasks that are made that that can be made available um but we'll also be notified via service now uh when when service now sends email notifications anytime we might be involved in an action item such as an approval that we need to make um or a task and so now I'm going to navigate to our legal Tab and I'm going to go directly to our contracts page and so this will allow us now to access um contract request that our legal team has made available to us and so we can see that as part of contract management Pro we have three out of the box workflows that are available to use right away and so today I'm going to be demonstrating both non-disclosure agreement and third-party contract review and so I'll start with non-disclosure and so let's imagine that as Nicole I have a trade show coming up and I'm looking to meet with a couple different groups while at that trade show the first group maybe is is a potential new vendor and so in order to have this the discussions necessary at the trade show uh we will we will first need to have an a non-disclosure in place and so as I click into the intake form we can see that for demonstration purposes it's pre-populated um and we can see that this contract is in fact for a vendor and specific specifically we're meeting with ABC Corp I can provide any additional information specific to ABC Corp and then enter in my contract in date which we'll just say that that's going to be a year out from from today we can also see that Nicole has provided ABC's uh corpse signatory information this will help Nicole to fully automate this process and you'll see how that works here momentarily and then one thing I want to mention before I submit and click off the screen is that these intake forms are extremely configurable anything that you would like to capture regarding this contract request could be added and what we offer out of the box um is is what you're seeing but this just serves as a framework so with that I'm going to submit um and once I do that service now is going to leverage a pre-approved template that has been blessed by the legal team and will generate a contract via document assembly and so as we look at the preview we will see various data that was pushed into the contract that Nicole provided at intake including the other party signatory um and other information that she provided and one question I often get around this is does Nicole have to serve as the internal signatory and the answer is no we can see that Dominic Collins uh serves as our dedicated internal signatory um and then we have Alex who Nicole also provided and we can also see that in section six we brought in uh with that section six was brought into the contract per our Clause Library so we we've changed the font here just to highlight that typically it'd be the same font as the rest of the contract and this Clause might have been brought in based on a specific seele selection that Nicole made during the intake process I also want to mention that document assembly what you're seeing here this functionality is not exclusively uh with ndas or non-disclosures and could be used for multiple different contract types and so from there Nicole has visibility into who this was assigned to and will be able to monitor the status of this contract as it goes out for Signature and that leads us to the next piece because Nicole provided the signatory for the outside party she has the ability to send this immediately for Signature uh and we can absolutely accommodate that but um and and some of our customers still do prefer to approve a contract before it goes out for Signature and so that's definitely something that that we could take into account uh but in this case uh we we make that self-service capability available to Nicole as we trust that service now was able to generate the contract properly for the pre-approved template that was leveraged and so once Nicole sends this out for Signature servers now will then leverage either our doy sign or adobe sign integration capabilities and per the routing order defined here within service now each signatory will receive an email from the preferd signature provider and once both signatures have been placed the executed contract will automatically FL back into service now and be accessible through the contract repository and I'll be sure to Circle back to the repository um at the end here and so as I mentioned let's also imagine that Nicole is meeting with a customer um at this upcoming trade show and and that she would like to ask her legal team to start reviewing the contract that they provided her and so I'm going to navigate back to our contracts page and we'll see the third party contract review option that's available to us and as we go into the intake form we'll now have the ability to upload a contract that is indeed on thirdparty paper provided by the customer and again this intake form has been pre-populated but let's quickly give this contract an end dat and again we'll make it a year out from today and then we also um have the ability to uh the customer might have indicated that we need to have this contract signed and executed by the in the month so we also have the ability to relay that to the legal team so let's go ahead and put that information in as well and then furthermore we can provide a contract value and this might also uh trigger additional approvals or workflows such as a financial approval if the value surpasses a certain amount loopin Finance for example and now at the bottom of our intake form we can upload the contract itself so we can drag and drop or go out and find the contract that lives on our desktop and in in our computer and we now also have the ability as we do that to classify the document so I'll go ahead and make that upload and again I'll classify that as a master service agreement and with contract management Pro we can also upload additional documentation such as a W9 and classify it accordingly so I'm going to come in to um my desktop here and we'll we'll bring in that file as well and classify that as supporting documentation once we finish this step we can submit the contract request for legal to start processing and so now I'm going to shift over to another Persona I'm going to log in as Susan who serves as an attorney or a legal team member that's focused on processing these requests coming in um specific to these contract requests that we've just submitted so as I jump into the council Center Susan's going to leverage this Council Center to help her manage her day-to-day workload the council Center will act as her homepage dashboard that's specific to work that she has access to and potentially is assigned to be responsible for she might have access because of her assignment group and furthermore might be directly responsible for certain requests that she's been assigned to help process and her assignment could be fully automated based on the contract type or her expertise just to give a couple examples and so we can see the most recent requests um that are readily available the two requests that Nicole just submitted and one thing I do want to mention is that these workspaces are completely configurable as well so if there's certain metrics that you want to surface up to your your users you can absolutely uh take that Liberty okay so let's imagine um that Nicole did Leverage The self-service functionality that I demonstrated U specific to the non-disclosure and sent that contract out for Signature immediately providing us time back in our day we do see that we have visibility into that request and so we can still jump in and monitor the progress but let's say that we trust service now helped with automating that request and we want to spend our time focused on the third party contract that Nicole submitted and so as we come into the contract record the first thing we might do is click the start work button and this will help to notify Ni Call that we've picked up the request and that we're starting to work on and so I first just wanted to quickly Orient Orient you to the screen on our leftand side we can see some of the key information regarding this request such as the contract type um who submitted the request and who it's been assigned to we can see that it was automatically assigned to Susan here and being Susan um but if I wanted to take action and bring in a teammate to collaborate with me I could quickly do that by bringing in a collaborator and in the middle of the screen we can see our collaboration panel this is now where we could either collaborate with our teammates privately via the work note option or collaborate back to Nicole uh if we have any clarifying questions or need to share out any information with her um and so the that would be the requestor again and so that gives her an update um as needed so we can split out that collaboration so that you can choose uh who sees what and all of that collaboration will be logged in the activity Stream So the activity stream serves as an audit Trail for anything that happens around this contract request whether it's automated or not and then lastly over on our right hand side we have our Council assist and this helps to provide a window into the rest of service now it can help a legal team member reference any content that that might help them process this request from similar requests such as maybe contracts that we worked on in the past or potential knowledge articles that gives us guidance on how to manage this type of contract Service now can also incorporate a checklist and this is similar could be serve could serve as a Guiding Light for your legal team members um on how to properly act process this contract request per your defined standards and so now that we're oriented let's jump into the contract itself we can see that the contract has been successfully uploaded and can quickly download this contract here within within the contract document tab you could also see that the W9 was also successfully uploaded as supporting documentation we also do have Integrations in place for customer customers that would rather leverage one drive being essentially the online version of Microsoft Word or Google drive to be able to mark up and edit documents but in this case I am going to download this directly to my computer and leverage Microsoft Word that's U on my computer and so once I download the document um I might decide to make an edit and so I can quickly do that and I'll go ahead and pull up the document here so that you can take a quick look okay and so maybe we want to come down and just delete out a clause so we can absolutely make that edit and then save that back as our as our version within within our uh computer and once we do that we're able to come back into the contract record and we can now pull the most recent contract from our computer and Market is ready so that's what I'm going to do as a Next Step here I can select that that it is still the master service agreement and that we do in fact want to come in and add that version that we just edited okay perfect now that we've made some edits um we might want to get this over to the other party so that they have an opportunity to see those edits and make any edits of their own we can use service now's email functionality to help us with this negotiation and back and forth and so if we click compose email we'll see that uh we first can select that updated version that we just created and once we do that we can select the document and service now will automatically push that into to the email and the other party will receive this email once we send this off and they'll be able to now do their review and edits around the contract they can simply reply to the email that they receive and their version will then be available um obviously as as long as they attach that to that email their version will be available within service now or we can create another revision and instead of pulling it from our computer we can pull it from inbound email and like I mentioned all of that collaboration will be available within the activity Stream So that negotiation and that back and forth will all be captured within the contract record itself and so I'm going to just quickly flip over to another contract here that I have pulled up where it's a little bit further along we can see the signatories have been added we can see that we do in fact have uh some of that collaboration happening here where we have some back and forth between the other party and we've got multiple versions of the contract maybe a couple that were internal as well as an external uh copy and so now we might be ready to send this out for Signature we can see again that our signatories have been added we can click our prepare for Signature button here and this will leverage a docu sign integration that we have in place and take us directly to the contract within docu sign to be able to prepare this for Signature by adding those signature blocks and sending it through doc you sign so similar to what I described earlier um by by adding our signatures we're able to prepare this properly send this out for Signature to the to the signatories that have been defined um and they'll receive an email directly from DocuSign asking them to place their signatures and so once fully executed the contract will automatically flow back into service now and into the contract repository which brings us to the last piece that I want wanted to show specific to the council Center which is our contract repository so if we go into our list view we can see all of our contracts that are available that have been executed and this will help us to manage uh those executed contracts as they flow flowed back into service now we can track important data around those contracts such as the expiration date and service now can automatically notify the contract owner when the contract is coming up on on a renewal based on that expiration date and within the contractor posit atory we can also connect contracts together via contract management Pro so we do offer the ability to create parent child relationships and this helps us to potentially create a little bit of a hierarchy where we might have a primary Master service agreement that has other Associated contracts tied to it such as a statement of work another responsibility of Susans might be managing the template library that was leveraged during the NDA request that we saw earlier where we leveraged that document assembly functionality and so I do also want to briefly show our Microsoft Word addin and so the word adding allows you to quickly uh choose metadata otherwise known as fields on an intake form to where you can push those into the template the signatories will allow for you to designate the internal signatory based on the template and you also have the ability to leverage Clauses that live in a clause library and you can create a new Clause right from the word add-in that would be available in the Clause Library moving forward and so right now the add-in is strictly available for managing templates um and and but can really help legal teams to edit and draft those templates much quicker for document assembly purposes okay so the last piece that I wanted to show was dashboards and Reporting so now I'm logged in as Dominic and may maybe imagine that Dominic is serving as our vice president of legal operations and as he logs in he's landing on our legal operations dashboard that comes out of the box this is his bird's eye view where he can see the volume of how many open requests there are and if there's any that have have been assigned U that still they're unassigned that still need to be assigned as well as who they've been assigned to if if those requests have already been assigned out Dominic can ensure that the work is distributed evenly in order to balance a load and within the dashboard Dominic can group and filter here whether it's by category or or subcategory or state so there's a lot of flexibility as to how he consumes these visual representations and then when he goes to the trend analysis he's going to have a better way to anticipate performance Trends in order to prioritize the most critical requests that come through and this helps Focus leadership at the executive level level to have a better understanding of the volume of work overall and what resources might be needed across each practice area and so as Dominic maybe I want to drill in a little further and take a look at some of the recent contracts that have come in so service now allows us to drill down into any visual representation uh to further investigate and here Dominic has all the information that he needs to sort through the records of open contract request and with this view he's able to create his own reports instead of being limited to the dashboards alone Dominic can search sort and filter uh as needed and can quickly add Fields as well if there's a field that he is not currently reporting on that he'd like to report on every field within service now is reportable from there reports can be shared and exported um into different file formats for other members of the organization to review so as you can see there's a lot of ad hoc capabilities around our reporting within service now and then lastly I wanted to show one other view um of an in an example of an outof thebox dashboard this dashboard here is more intended for maybe a legal executive or someone in a general counsil type role where we can see there's truly more of a global view across uh the entire world showing this heat map here this view will update in real time giving us instant visibility into everything that's happening across the organization and we can see key performance indicators such as how long different request types are taking uh to complete across the board and and helping us to be able to identify bottlenecks and make better datadriven decisions we're also able to break out contracts to narrow our focus and have specific metrics tied to all those contracts flowing through the organization okay so that wraps up Dominic's look at service now and the demonstration overall uh with that I will pass it back over to my colleague shaal great thank you very much uh Tyler for that demo and I'll go ahead and share my screen okay great in addition to contract management Pro we have some new uh capabilities that we're that we've released we have a new theme for Legal Service delivery focused on simple or uh intellectual property and the First new practice application that we released under that theme is an invention disclosure workflow many organizations want to encourage their employees to submit ideas for potential patents but it's unclear how the employees actually submit their ideas and there may be a manual process within legal teams that's unstructured what this workflow does is it manages that endtoend process for invention disclosure there's a purpose-built workflow for the intake of ideas processing that uh submission and engaging with outside Council on those uh requests it guides the employees through that end-to-end process and it encourages employees to submit inventions by providing rewards at each stage so for example let's say an employee submits an idea the legal team reviews that idea and sees Merit and uh wants to move forward with that the employee can receive a financial uh benefit around that when it moves to additional stages like patent submission or uh maybe a patent was actually granted the employee can receive additional uh Financial bonuses uh at each of the stages and this workflow manages those um Financial rewards in multiple currencies so you can encourage all of your employees to submit ideas and so previously I showed 12 different uh workflows or practice applications that come with the legal service delivery product and this is the latest the 13th we also have some new Integrations with popular tools used in corporate legal departments the first is legal tracker by Thompson Reuters and this is a popular uh application for managing uh uh engagements with outside Council and tracking budgets so what this integration allows is that a corporate employee within a legal department can submit an internal request for engaging outside Council that request is routed internally once it's approved then Legal Service delivery will actually create that record in legal tracker and have that back and forth communication so you can track what's happening with that outside Council engagement and actually see how the budget is is being spent the second integration is with IM manage and this is for uh storing of documents when employee submits a legal request and includes attachments those attachments can go directly into IM manage which is a popular uh tool within uh law firms for managing documents and we have some really great resources for you to to um learn more about how to use um our Legal Service delivery product or perhaps evaluate the different tools that are available I've posted uh links in the chat window so there is a Gartner Market guide for corporate legal uh operations Technologies and of course we have our Legal Service delivery product page we have a number of webinars that we have been doing and uh two weeks ago we did a a really great webinar with uh HSBC uh who is a fairly recent uh Legal Service delivery uh customer and that webinar uh recording is available I'm going to go ahead and post that link in the chat so we do recommend that you go ahead and take a listen to that webinar if you want to learn about how service now's own internal Le legal department is using Legal Service delivery we have a great webinar coming up on April 25th how we did it how service now's legal team is using the legal service delivery product so encourage you to attend that of course we're very excited at service now to be hosting our annual knowledge conference in Las Vegas and hopefully many of you are going to make it down there and at the same time right across the street from knowledge there is a legal uh conference legal operations conference called clock and that is happening um simultaneously with knowledge we have a booth um we have a speaking session as well as meeting rooms so if you're in Le the legal department or perhaps you have some colleagues uh in in legal that are attending the clock conference we suggest you come on by and um learn more about all of these products that we talked about and this leads us to our third and final poll which events are you uh planning to attend so let's go ahead and launch that poll but please just take a moment and answer uh if you plan to attend the clock conference the knowledge conference or perhaps both we'll just give it a moment for people to uh answer that we'll share the results okay I'll go ahead and end that poll and share the results so it looks like we have uh a few people attending clock and knowledge and and some that are attending both uh fantastic so um the last link that I posted in the chat window um provides information about what we're doing at clock uh including our booth number and our session thank you very much for uh joining us today in this webinar and as a reminder uh this webinar is recorded and will be posted to Community thank you and that concludes this webinar e e