ServiceWare Awarded HP OpenView ISV 'Achiever Award' for 2004

ServiceWare Awarded HP OpenView ISV 'Achiever Award' for 2004

PITTSBURGH, Jan. 10 /PRNewswire-FirstCall/ -- ServiceWare Technologies, Inc. (BULLETIN BOARD: SVCW) , a leading provider of knowledge management and problem resolution solutions for customer service and support, today announced that it has been named an HP OpenView ISV (Independent Software Vendor) Achiever Award winner at the HP Software Universe 2004 conference in Madrid, Spain. ServiceWare achieved the highest "HP OpenView-leveraged" revenue of any partner for the 2004 fiscal year.

The HP OpenView Achiever Awards are presented to ISV Platinum Business Partners that have made significant contributions to HP sales revenue by providing solutions that complement and enhance HP software or hardware offerings, and therefore positively influence purchasing decisions.

ServiceWare, an HP OpenView Platinum Business Partner in the Enterprise Management Services for Partners program, offers a knowledge management component that integrates with HP OpenView Service Desk, a help desk management solution for the delivery of IT service and support.

ServiceWare's adaptive knowledge-powered software suite integration with HP OpenView enables customers to recognize cost savings in their corporate service centers by shortening training times, resolving issues faster and diverting calls to Web self-service. In addition, ServiceWare helps customers to comply with IT Service Management (ITSM) standards and the ITIL framework.

"ServiceWare's knowledge-powered solutions perfectly complement the HP Service Desk solution because they give companies the advantage of solving problems faster and more accurately within the HP application," said Kent Heyman, president and CEO of ServiceWare. "Utilizing ServiceWare's advanced technology, corporate knowledge is captured and preserved so it can be used over and over again, even after workers leave the organization, or change departments."

About ServiceWare Technologies, Inc.

ServiceWare Technologies, Inc. is a leading provider of knowledge-powered applications for customer service and IT support. ServiceWare empowers organizations to deliver superior service while reducing costs. ServiceWare's problem resolution software, ServiceWare Enterprise(TM), enables agents and end-users to quickly find accurate and consistent answers to even the most complex problems -- in the call center, help desk or via Web self-service. ServiceWare's patented self-learning and -organizing search technology, the Cognitive Processor(R), adapts based on usage. Its easy-to-use knowledge management tools allow agents to access both structured and unstructured knowledge sources and contribute new solutions in the workflow, ensuring a robust knowledge base solution.

Leading organizations have implemented ServiceWare software, including Cingular Wireless, H&R Block, Countrywide Home Loans, Raytheon Company, Green Mountain Energy, Reuters and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. Outside North America, call ServiceWare International at +(44) 01280.82.6345.

SmartMiner, ServiceWare Enterprise, ServiceWare Express, ServiceWare Self- Service, ServiceWare Agent, ServiceWare Professional, ServiceWare Architect, ServiceWare Administrator, ServiceWare Forums, ServiceWare Executive Dashboard and Cognitive Processor are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners. Under the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, statements in this press release that are not historical facts, including those statements that refer to ServiceWare's plans, prospects, expectations, strategies, intentions, hopes and beliefs and the expected benefits of the use of ServiceWare's products are forward-looking statements. These forward- looking statements are not historical facts and are only estimates or predictions. Actual results may differ materially from those projected as a result of risks and uncertainties including, but not limited to, risks related to revenue expectations, ServiceWare's software strategy, fluctuations in customer demand, performance of outside distributors and resellers, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, integration of acquired products with current offerings, and customer acceptance of new products, rapid technological change, risks associated with competition, continued growth in the use of the Internet, ServiceWare's ability to retain and increase revenue from existing customers and to execute agreements with new customers, unforeseen expenses, ServiceWare's ability to attract and retain qualified personnel and to secure necessary financing for its operations and business development, and other market conditions and risks detailed from time to time in the company's Securities and Exchange Commission filings. Any forward-looking statements are based on information available to the company today and the company undertakes no obligation to update publicly any forward-looking statements, whether as a result of future events, new information, or otherwise.

CONTACTS: SERVICEWARE TECHNOLOGIES: Andy McNutt (412) 222-4450 x1251

INVESTOR RELATIONS: Cameron Associates Al Palombo (212) 245-8800


Source: ServiceWare Technologies, Inc.

CONTACT: Andy McNutt of ServiceWare Technologies, +1-412-222-4450 x1251;
or Investors, Al Palombo of Cameron Associates, +1-212-245-8800

Web site: http://www.serviceware.com/


-------
Profile: intent