ADVISORY/ServiceWare Technologies, Inc. Announces ROI Webcast.

Business Editors, High Tech Writers

ADVISORY...for Nov. 6

--(BUSINESS WIRE)--Oct. 30, 2002

ServiceWare Technologies, Inc. (Nasdaq:SVCW)

                          ***MEDIA ALERT***

WHO:     ServiceWare Technologies, Inc.

WHAT:    Free Webcast: "Knowledge Management: The Insider's Guide
         to ROI"

WHEN:    Wednesday, November 6, 2002 at 2:00 p.m. EST

WHERE:   Register online at http://www.serviceware.com/webcasts/

ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, has announced its upcoming Webcast, "Knowledge Management: The Insider's Guide to ROI."

This online event, scheduled for Wednesday, November 6, 2002 at 2:00 p.m. EDT, will provide an in-depth review of how to calculate return on investment for call center and Web self-service technologies, including knowledge management solutions. The presentation will answer key questions regarding ROI, such as what call center metrics to measure, how to track success, when to expect improvements, why measure ROI, and what types of return can you expect from knowledge management solutions. A customer case study will also be included to demonstrate how ServiceWare's solutions contribute to improving call center ROI.

Join Tom Tobin, senior business analyst with ServiceWare's Decision Integrity Team, for this informative online event. Visit http://www.serviceware.com/webcasts/ for more information and to register.

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, AT&T Wireless, Cingular Wireless, Northeast Utilities, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748.