What I like most is how seamlessly it fits into our broader enterprise workflow. Employees can submit legal requests through the familiar ServiceNow portal without having to learn a new tool, which drives immediate adoption. It also replaces scattered email threads, automates triage, and gives complete visibility into matters and SLAs, so legal counsel can focus on prioritizing higher-risk advisory work. Review collected by and hosted on G2.com.

ServiceNow Legal Service Delivery feels overly rigid and too IT-centric for day-to-day legal work. The UI is clunky, and it can turn what should be simple requests into a maze of mandatory fields and steps. As a result, employees often bypass the tool and DM lawyers directly instead. It also relies heavily on IT developers for even small workflow tweaks, and the steep implementation cost rarely seems worth the extra bureaucratic friction it adds. Review collected by and hosted on G2.com.