Business Editors/High-Tech Writers

OAKMONT, Pa.--(BUSINESS WIRE)--Nov. 19, 2001

Rudisill Expands Leadership Role

to Strengthen Partnerships and Channel Sales

ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Chuck Rudisill has been appointed vice president of business development and strategic alliances, extending his leadership role within the organization.

"Partnerships and alliances are important for IT vendors to thrive in today's economy," stated Kent Heyman, president and CEO of ServiceWare. "I am confident that Chuck's business development and industry expertise will enhance our ability to develop strong relationships with key technology vendors and ensure growth for ServiceWare."

As vice president of business development and strategic alliances, Rudisill will now be responsible for developing strategic business opportunities and alliance partnerships for ServiceWare. Rudisill will also utilize his experience to strengthen channel sales. Prior to joining the company, Rudisill was managing director of Trans@ctive Partners, a boutique investment banking firm, where he oversaw corporate growth through business development and operations management. He has also held financial and management positions at Mastech (now iGATE Capital), most recently as manager of corporate development, and finance and management positions.

About ServiceWare

ServiceWare is a leading provider of intelligent service applications that enable companies to provide enhanced customer service capabilities. ServiceWare's eService Suite(TM) software empowers organizations to deliver superior service and support, while reducing expenses. 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 Sage Software. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, as well as the Software Support Professionals Association (SSPA) WebStar Service Award 2000. ServiceWare was also named one of the "Top 100 Companies to Watch" by KM World Magazine. Learn more today by visiting www.serviceware.com or call 800/572-5748.

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

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, are forward-looking statements. These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances change. There are risks and uncertainties that could cause actual results to differ materially from the forward-looking statements, including, without limitation, risks related to ServiceWare's eService software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions 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, and ServiceWare's ability to attract and retain qualified personnel. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.