The California State University Office of the Chancellor Adopts ServiceWare Technologies' Knowledge Management Solutions

ServiceWare Makes Headway in the Public Sector as Universities and Government Agencies Invest in Knowledge Management

PRINCETON, NJ - April 23, 2002 - ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that The California State University Office of the Chancellor has adopted ServiceWare's eService Suite(tm) for a university-wide knowledge management initiative. eService Suite is an enterprise knowledge management solution providing a complete set of tools to enable self-service, decrease support costs and shorten training cycles, while improving employee productivity and customer satisfaction.

ServiceWare's eService Suite enables organizations to capture intellectual capital, integrate information from internal and external systems and develop a centralized repository of knowledge. Numerous public sector organizations have deployed ServiceWare's knowledge management solutions in their call centers, help desks, and medical centers. ServiceWare recently added The California State University System to its growing list of public sector companies, which include, Vanderbilt University Medical Center, Duke University and Health Systems, the US Patent and Trademark Office and NCS Pearson, which serves public sector organizations.

"The Chancellor's Office chose ServiceWare for a pilot project to support communication and governance of our Infrastructure Terminal Resources Project," stated Mark Crase, Senior Director for Technology Infrastructure Initiatives for the Office of the Chancellor. "The knowledge base that we will create using ServiceWare's tools will be used to share critical project information with stakeholders at all twenty-three of our campuses."

According to Gartner, Inc., in 2002, government spending on information exploitation will start to have a major impact on the soft technologies associated with collecting information and building knowledge, which will lead to a boom similar to prior phases of government investment in infrastructure and hardware (AV-15-1567, January 7, 2002).

"ServiceWare's knowledge management solutions are ideal for public sector organizations that offer complex products or services. It is crucial for these organizations to provide fast, accurate and consistent answers to their constituents," said Kent Heyman, CEO of ServiceWare. "Moreover, ServiceWare's self-learning search technology, MindSync(tm), will allow users to draw on the collective experience of everyone that accesses the knowledge base."

About ServiceWare

ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite(tm) software empowers organizations to deliver superior service, while reducing support costs. Powered by MindSync(tm), a patented self-learning search technology, eService Suite enables businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. More than 200 leading organizations have implemented ServiceWare software including H&R Block, Northeast Utilities, Amgen, Stream International, QUALCOMM, Marconi and Reuters. Learn more today by visiting www.serviceware.com or call 1.800.572.5748.

eService Suite and MindSync are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners.

Editorial Inquiries: 
Jessica Jordan 
ServiceWare Technologies, Inc. 
412.826.1158 ext. 1413 
jjordan@serviceware.com 

Investor Inquiries: 
Chuck Rudisill 
ServiceWare Technologies, Inc. 
412.826.1158 ext. 1439 
ir@serviceware.com