• Products
  • Use Cases
  • Industries
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.


  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.


  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.


  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Legal Technology Transformation: The Challenges

To clear the air from the start, the legal sector is not always best known for its early adoption or widespread deployment of information technology. The sector prefers traditional processes and practices and relies on a lot of paper-based operations such as journals, books and handwritten letters. So, compared to some other sectors, the leap towards digitisation is even bigger.

I find this gradual and unhurried approach to legal technology adoption rather surprising for three main reasons:

  1. Legal professionals are a highly skilled and educated workforce, so adopting new technology shouldn’t be difficult for them.
  2. Due to the volume of paper-based processes, the legal sector is the perfect use case to see the benefits of digitalisation.
  3. The legal sector already exchanges large data and information with many other organisations across many sectors.

No matter how you slice it, the case for legal technology is clear. So, what is inhibiting the adoption of digital technologies in the legal sector and stopping the progress of digital transformation ?

VIP expectations

One challenge is that the IT function within the legal trade has a very daunting task: the expectation of delivering a ‘white glove’ service for uptime, availability and performance often within a tight budget and time window. Given these constraints, IT departments can find it difficult to innovate and evolve at the pace they desire.

Secondly, a large amount of legal practices run as partner-owned operations, not publicly listed companies. This means they can, understandably, tend to be more risk averse when it comes to adopting bleeding edge technology. Many also often consider the old adage, “if it’s not broken, don’t fix it”.

But change never happens overnight and it is positive to see that many legal firms are recognising the need to adapt to the digital age.

Kickstarting change

So, what can be done?

Anthony Stables, the CIO at Forsters LLP says it best, “Making a change to the expectation of how that high touch service is delivered is the only way that law firms can bring about far greater efficiency in IT support. Money does most of the talking: the best IT Directors / CIOs will be able to convince the partnership that a change to the method of service delivery can save them money without detriment to the level of service, but this has to be proved and you’ll only get one chance to prove it.”

The solution starts with a reinvention at the core. Instead of trying to implement a digital solution into a primarily paper-based industry, legal firms must look at the whole operation and take a services-centric technology approach.

One gateway to digital technology is for IT teams to introduce an automated self-service portal for IT support, encouraging law professionals to move away from phoning a support engineer and instead helping themselves through self-help articles or tutorials when a machine or device goes down.

Arming legal workers with self-service portals and virtual agents could not only free up IT engineers, but also empower employees to engage more with automation – interacting with new services, building more connected legal workforces, and demonstrate immediate benefits. Seeing the benefits of automation for themselves will help teams to seek out more and instigate further change in the business.

For example, as a next step, legal practitioners could deploy chatbots for client requests out of hours or to automate certain processes. Chatbots would work particularly well in situations where legal professionals are switching to costing work based on project delivery, instead of by the hour, and so require more rigidly quantifiable work processes that are digital and service-based to streamline delivery.

This phased approach is key. As long as technology changes have a reliable IT support mechanism then improvements and buy-in will only grow.

Foundations are key

Taking this type of approach avoids the ‘lift and shift’ approach (not recommended for any firm, or any vertical) and helps to show the benefits of legal technology without disrupting businesses on a large scale.

Even though the legal sector is slower to adopt some of the latest technology trends like chatbots and self-service portals , they can start laying the ground work to develop solid foundations with the use of data and information intelligence. I look forward to observing the progress of digital transformation in the legal sector .



  • Implementing agile IT service management on a cutting-edge platform
    10-16-2019 ServiceNow customer, Danske Bank, adopted a strategic approach in their service management team. As the largest bank in Denmark and a major retail bank in the Nordics region, they serve 3.5 million retail customers. They have seen tangible evidence of the positive impact of digital workflows and the seamless experiences.
  • Always Be Closing finance
    Service Delivery and Management
    Delivering great service to employees is the first step to improving employee experience
    10-14-2019 The primary audience for HR technology has shifted. It’s no longer HR. They are secondary. Employees are now the primary audience. And while the latest cloud HCM systems can help transform an organization’s HR operations, if you want to improve the employee experience, taking an employee-focused approach to service delivery is the best place to start.
  • At the Tech Lounge, the human touch makes all the difference
    10-11-2019 Director of IT Service Management Mirza Baig and his IT team created the walkup Tech Lounge- a space where employees get personalized attention on complex tech issues. As ServiceNow works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases.
  • Strategy
    Lessons from a Top CIO
    10-11-2019 How does a seasoned CIO lead a digital transformation? She makes friends. Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan. In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience. Read more tips from Takai on, as well as other CIOs, or watch the embedded video.

Trends & Research

How to please customers at scale
Why employee service delivery matters
How to identify your company’s secret influencers