Business Editors/High-Tech Writers

OAKMONT, Pa.--(BUSINESS WIRE)--Feb. 27, 2001

ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of enterprise solutions for service and support, today announced a strategic alliance with Herrick Douglass, Inc. (www.hdtd.com), a West Coast systems integration and services company focused on eCRM, ERP and Telecom solutions.

Herrick Douglass is now a solution reseller and professional services partner for ServiceWare, providing end-to-end analysis, integration and deployment of ServiceWare's eService Suite. The partnership provides Herrick Douglass customers with the industry's premier eService solution, and gives ServiceWare an expanded channel to sell and promote its products. It also gives ServiceWare customers a trusted and expert resource for implementing eService Suite within their organizations.

"Our partnership with ServiceWare is a very strategic relationship for Herrick Douglass because of our strong involvement in the eCRM arena and our focus on helping to drive business solutions that are tightly integrated with knowledge management," said Kelly Vice, Knowledge Solutions practice director for Herrick Douglass. "Building on the experience we gained from our past eService partnerships, we have decided to partner with ServiceWare because of their expertise in knowledge management, and the strength of their eService product. Together, we will deliver unbeatable eService and eCRM solutions to our joint customers."

ServiceWare's eService Partner Connection, an innovative industry alliance program, has extended ServiceWare's alliance approach to more fully cover all areas of the company's business partnerships and the market solutions they produce, defining the parameters and benefits of six different partnership categories that include Alliance, Integration, Solution, Service, Technology and Content Partners. Today's announcement continues ServiceWare's mission of delivering superior solutions by matching the market's ongoing need for the close integration of eService with other enterprise applications such as CRM. Herrick Douglass's understanding of the role of knowledge management, and its expertise in integrating and implementing KM-based solutions for CRM, makes for an ideal partnership to deliver true eService/CRM return-on-investment for the enterprise.

"Stellar eService is a real competitive differentiator in B2B commerce, but for maximum value it must be fully-integrated throughout the enterprise," said Michael Chaplo, vice president of marketing and sales at ServiceWare. "Our alliance with Herrick Douglass exemplifies the purpose of our eService Partner Connection. Not only does it expand our reach by bringing eService Suite to a new customer prospect base, it also ensures smart and efficient integration and implementation by leveraging an expert partner."

About ServiceWare

ServiceWare is a leading provider of enterprise solutions for service and support, which enable organizations to win on service in the incredibly competitive world of eBusiness. ServiceWare delivers a comprehensive, integrated family of eService solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points -- Web, email, phone, fax or in-person. Based on ServiceWare's robust knowledge base and patented Cognitive Processor(TM), ServiceWare's eService Suite(TM) enables customers to build service destinations for eBusiness. RightAnswers.com, a Web-based knowledge portal and component of eService Suite, gives the end user direct access to ServiceWare's Knowledge Channels, which provide technical support knowledge from leading technology companies including Microsoft, Novell and 3Com, and serves as a leading single source for fast, accurate IT solutions. ServiceWare customers represent a cross-section of industry leaders in the financial services, technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare eService solutions including Pfizer, Marriott International, Fleet Services, Stream International, Texas Instruments, Ingram-Micro, John Deere, H&R Block, 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 Magazine. Learn more today by visiting ServiceWare's Web site at www.serviceware.com or call 800/572-5748.

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, failure in customers' widespread adoption and use of the ServiceWare products, 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.

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