Ten practice areas. No single front door.
A Fortune 500 consumer packaged goods leader runs a legal function spanning litigation, contracts, IP, privacy, ethics, labor, philanthropy, and sustainability, each with its own intake habits, owners, and tooling.
Legal Holds sat in a separate legacy application. Day-to-day questions arrived through email, chat, and ad-hoc channels. Counsel had no unified workspace to see open matters, requests, and workload in one view.
The mandate was clear: consolidate intake across all ten practice areas, migrate existing legal holds off the legacy tool without losing history, and give in-house counsel a single workspace built on the platform the enterprise already runs.
ServiceNow Legal Service Delivery, delivered FastTrack.
Kloves structured the program as two phases on the Kloves FastTrack Implementation Methodology, a hybrid waterfall-and-agile approach that runs through six stages: Initiate, Examine, Plan, Create, Transition, Close. Design ran in parallel on a four-stage track: Examine, Ideate, Create, Approval.
Foundation
- Core platform configuration on ServiceNow LSD
- Legal Counsel Center enablement with practice-area workspaces
- Legal Holds practice area, including data migration from the legacy tool
- Two build sprints, UAT, GoLive, and hypercare
Enterprise rollout
- Legal Portal added to the existing Employee Center taxonomy
- Nine additional practice areas configured and rolled out
- Four build sprints, UAT, GoLive, and hypercare
- Train-the-trainer for fulfillers and platform administrators
Ten practice areas, one platform:
- Legal Holds
- Litigation
- Contracts
- General
- Intellectual Property
- Privacy
- Ethics & Compliance
- Labor & Employment
- Philanthropy
- Sustainability
Every sprint ran on a fixed cadence: planning, build, peer testing, showback, and stakeholder approval. Kloves handled standard configuration, ServiceNow guardrails, and architecture review. Knowledge transfer ran throughout, culminating in train-the-trainer sessions for both legal users and platform admins, so the customer's team owns the rollout the day Kloves steps back.
One platform. One front door. Ten practice areas live.
The legal function now shows up to the rest of the business in a different shape: one front door, one counsel workspace, one data model spanning every practice area.
One intake, ten practice areas
Every legal request, from an NDA to a privacy inquiry to a subpoena, enters through a single, routed front door.
A unified counsel workspace
Legal Counsel Center brings matters, requests, workload, and dashboards into one view for in-house attorneys.
Self-service for employees
A Legal Portal on the existing Employee Center taxonomy gives every employee a clear place to start.
A foundation for what's next
A clean data model and modern workflow base set up the next wave: automation, analytics, and AI on the Now Platform.
Kloves is the most experienced Legal Service Delivery partner in the ServiceNow ecosystem. As a pure-play ServiceNow firm with over 15 years on the platform, Kloves has delivered more than 700 projects across the Now Platform for enterprise clients worldwide. Of these, more than 100 are dedicated Legal Service Delivery engagements, executed for the legal departments of Fortune 500 organizations across multiple industries. Kloves brings proven patterns for legal intake, matter management, counsel workspaces, and practice-area workflows designed for legal from the start. Working with Kloves means faster time-to-value, fewer course corrections mid-build, and a partner that understands legal operations as well as the platform itself.