ServiceNow Success Story: Latham & Watkins

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CUSTOMER STORY Industry: Legal services Location: Global Size: 2,600 lawyers Latham & Watkins reinforces its "one-firm" ethos with global service delivery from ServiceNow Reduction in open incident age Decrease in open incidents Establishes KPI baselines 90% Latham & Watkins requires an agile support infrastructure to promote global collaboration Renowned for its internationally recognized practices, work on landmark matters, and culture of teamwork, innovation, and entrepreneurialism, Latham & Watkins is proud of its "one-firm" culture. Since Latham's founding in 1934, it has grown into one of the world's leading law firms, with deep expertise across a number of transactional, regulatory, and litigation and trial practices. A global company with no headquarters, Latham & Watkins' management is located in offices around the world, a model designed to foster inclusive decision-making. A law firm of Latham & Watkins' size and practice diversity requires an agile support infrastructure that operates seamlessly across the globe. Latham & Watkins is committed to a comprehensive shared services strategy. By combining global and local presence with enterprise-wide automation, the firm has broken down the barriers of time and location, maximizing the value of its support resources in a rapidly evolving and growing business environment. According to Bror Andringa, Director of Technology for Support Services, Latham & Watkins: "By leveraging local resources globally, we're able to dramatically increase our capabilities and effectiveness. For example, we can offer our lawyers German language services from wherever we have German language skills, or give our London lawyers support in the middle of the night with our West Coast admin staff. And, because we've standardized and automated these support processes, everything happens seamlessly and consistently." Challenge Standardize and automate global support for more consistent service delivery, to enable self-service, and to gain insights for continuous service improvement Products • The Now Platform ® • ServiceNow ® Performance Analytics Solution ServiceNow provides a single, modern service platform to serve the varied needs of 2,600 lawyers around the world, from IT and document services, to facilities and business development support 80%

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