Why Law Firms Choose Ondaro as Their ServiceNow Partner

In a law firm, every minute an attorney spends waiting on a laptop fix, looking for the right request form, or chasing a meeting room is a minute that isn't going to clients.

That puts IT, HR, and operations teams at law firms under a specific kind of pressure. Service has to be fast, reliable, and seemless and has to work across offices, time zones, and practice groups.

The ServiceNow platform can meet those requirements. Getting there takes a partner who understands how firms run and that's where Ondaro comes in.

What makes legal different

Law firms don't run like typical enterprises, and a ServiceNow program has to account for that.

• Attorney time is the scarcest resource. Self-service has to be simple enough that busy lawyers will actually use it.
• Global footprints create fragmentation. Offices often grow up with their own tools, entry points, and workarounds.
• Data quality carries real weight. Clean asset and configuration data supports security, audit readiness, and confident decisions.
• Hybrid work changed the office. Rooms, desks, catering, and AV now need to be booked and managed as a service.

Ondaro has worked through each of these points with firms of different sizes. The results below show what that looks like in practice.

One firm, one partnership, many wins

One top 50 global law firm, with more than 1,000 attorneys, has worked with Ondaro across much of its ServiceNow platform over the years.

The work started with incident and change management and eventually grew to at one point, running five workstreams at the same time.

AI that delivered, not AI for show

The AI engagement shows why the earlier foundation work mattered. The firm didn't simply turn on AI. It started from cleaner data, clear governance, and a mature service model.

Comparing 183-day periods before and after Now Assist went live, across more than 22,000 incidents, the firm saw:

• 75% faster resolution for escalated incidents
• 41.8% reduction in mean time to resolve for cases with a single reassignment
• 34.9% reduction in mean time to resolve for incidents with multiple reassignments
• 74.8% reduction in total time spent investigating and resolving multi-reassignment incidents
• Tier 1 resolution rising from 78.6% to 79.7%, even as incident volume grew

The capabilities were deployed in about three months, with measurable impact within two quarters. The firm saved millions of business minutes and absorbed more demand without new bottlenecks.

Read more about this AI transformation.

In the CEO Words

"The data's better. It's aligned in a single place. We have transparency and more visibility into how work's getting done and the processes that we need to optimize."

"[Ondaro] is a true partner. It's one of the most important partnerships we have."

Proven across the legal industry

Ondaro's legal experience goes well beyond a single client. The same approach has delivered results for firms and organizations with very different needs.

A mid-sized U.S. law firm modernizes the hybrid office

A distinguished firm with 16 U.S. offices, specializing in IP, regulatory affairs, and litigation, had staff splitting time between home and office. Room booking, catering, AV, and desk reservations lived on separate platforms.

Ondaro implemented ServiceNow Workplace Service Delivery and Reservation Management, mapped floor plans for all 16 offices, and connected Outlook for two-way room booking.

• 5 months from project start to go-live
• 2 legacy systems fully replaced
• One unified system for office management

"[Ondaro] is the second implementation partner I worked with, and they have far exceeded my previous experience. I would recommend them to anyone implementing ServiceNow."

A leading law school streamlines HR

A globally recognized leader in legal education faced the resource limits common in higher education. HR requests were hard to track, case and knowledge management weren't centralized, and onboarding was cumbersome.

Across two phases, Ondaro delivered Employee Center Pro, Enterprise Onboarding, HR Lifecycle Events, and HR Case and Knowledge Management. The school went live in 4.5 months.

"We trusted them wholeheartedly and could directly see that they always had our best interest in mind."

A law enforcement agency takes onboarding paperless

A prominent law enforcement agency had an onboarding process that took six to eight months, with background checks running on paper and spreadsheets. A previous partner had fallen short.

Ondaro digitized the backgrounds process with an invitation-only applicant portal, centralized investigator case management, and launched Employee Center Pro for self-service. The agency went live in 4.5 months with a paperless HR process.

"There was never a time when [Ondaro] didn't have the answer or found a workaround."

What legal leaders can take from this

Across these engagements, a few lessons hold up.

1. Build the foundation before chasing AI. The strongest AI results came after sustained work on data quality, governance, and service design.
2. Design for the people who use it. Attorneys and staff adopt tools that feel simple. Taxonomy, navigation, and branding matter as much as configuration.
3. Phase the work. Stage-by-stage releases with sign-off at each step keep momentum and reduce risk.
4. Choose a partner for the long run. The biggest gains came from a relationship that expanded as the firm's priorities did.

Ready to see what's possible for your law firm?

Whether you're consolidating systems, modernizing the employee experience, or exploring AI, Ondaro brings the legal industry experience to help you move with confidence.

[Talk to our team] about where your firm wants to go next.