Case Study: Latham & Watkins achieves global shared-service efficiency and a 90% reduction in average incident age with ServiceNow Performance Analytics

Latham & Watkins Transforms Shared Service Delivery Across the Globe

Latham & Watkins is a global law firm with more than 2,600 lawyers across 30 offices in 14 countries that relies on a “one-firm” culture and a seamless, agile support infrastructure. The firm needed to standardize and automate support processes, provide an intuitive self-service portal, and gain operational insights to ensure consistent, best-in-class service for lawyers regardless of time zone or location.

Latham & Watkins deployed the Now Platform and ServiceNow Performance Analytics to automate request routing, approvals and tracking, and to power a virtual, follow-the-sun support model (exemplified by its FAST program). The platform increased secretarial utilization up to threefold, enabled rapid assignment of work, and gave managers instant metric-driven insights—resulting in established KPI baselines, a 90% reduction in average open incident age and an 80% decrease in open incidents, with about 60% of support staff now using the platform.

Latham & Watkins

Bror Andringa

Senior Manager Enterprise Technology, Support Services