Applix Launches IT Service Management Solution for North America.

Business/Technology Editors

WESTBOROUGH, Mass.--(BUSINESS WIRE)--Aug. 28, 2002

Applix ITSM Provides Structured IT Service Support and Service

Delivery Modules Based on IT Infrastructure Library Best Practices

Applix, Inc., (NASDAQ: APLX), a global provider of enterprise-wide interactive planning, analytics and CRM solutions, today announced availability in North America of Applix ITSM, a set of IT Service Management modules that help companies create an enterprise infrastructure to support the effective management of IT services. Designed to support ITIL (IT Infrastructure Library) based-processes, Applix ITSM enables companies to support a streamlined IT service infrastructure that can be easily adapted to match existing business processes. ITIL, a rapidly adopted standard for the creation of IT Service best practices, was developed in the UK and adopted in the Netherlands, Germany, Australia and United States.

Applix ITSM, being introduced when IT investments are being more tightly scrutinized and burdened with higher expectations for success, helps companies achieve lower total cost of ownership. A fully configured Applix ITSM solution can be live within 4-6 weeks, and end users can configure service support to meet their company's unique processes and best practices - without IT involvement.

Applix ITSM, based on the Applix iEnterprise technology platform, is an out-of-the-box solution composed of seven functional modules. These modules provide companies with a complete framework to help their IT support staff be more responsive and proactively monitor and improve quality and levels of service. These modules include:

-- Account Management - Defines and manages internal and external customer data, including account locations and account contacts.

-- Servicedesk / Helpdesk - Allows staff to log inquiries, complaints and requests to manage all aspects of the service provision relationship.

-- Service Level Management - Defines and manages all service contracts and the service levels provided.

-- Configuration Management - Forms a central data repository where IT staff can find up to date information about IT Infrastructure and configurations as well as related maintenance information.

-- Change Management - Tracks the change requests and the authorization process that leads to the acceptance or rejection of the change to IT Infrastructure and Configuration Items.

-- Problem Management - Provides a mechanism for IT staff to record underlying IT infrastructure problems and resolutions to identify trends and administer preventative measures to avoid the reoccurrence of problem events.

-- Action Management - Defines and manages standard service processes so that inquiries, problems and change requests can be processed in an efficient and effective way.

"Applix continues to listen to customers, developing products that help them transform raw information into actionable knowledge by enabling them to document and track customer support and IT services," said Alan Goldsworthy, Applix President and CEO. "With Applix ITSM, a business can perform customer analytics, observe trends and their impacts on business performance, and adapt business processes to better respond to customer needs."

The technology behind Applix ITSM has been implemented in more than 130 companies in Europe, including Baxter SA, Getronics, ING Bank, Philips Medical Systems, the University of Oxford, and the University of Bristol, helping these organizations better manage their internal IT operations and providing faster problem resolution and more responsive customer service.

Availability and Pricing

Applix ITSM is available today. The price for a 10-user system is $40,500.

About Applix iEnterprise

Applix iEnterprise is a technology platform powering Applix iCRM, the leading suite of collaborative CRM and analytics solutions. The Applix iCRM suite -- which comprises Applix iSales, Applix iService, Applix ITSM, and Applix iHelpdesk modules -- optimizes Web-based marketing, sales, customer service, partner management, quality assurance and help desks. Enterprises improve their customer acquisition, satisfaction and loyalty with this highly adaptable, integrated suite of CRM solutions. More information on Applix is available at: http://www.applix.com/solutions/default.asp?content=icrm

About Applix

Applix (NASDAQ:APLX) is a global provider of enterprise-wide interactive planning, analytics and customer relationship management solutions that help customers automate, analyze and optimize their operational and analytical business processes throughout their extended enterprises. More than 2,600 customers worldwide, including more than half of the Fortune 500, use Applix's adaptable, scalable and real-time solutions to manage their business performance and respond to the marketplace in real time. These solutions are delivered by Applix and by a global network of partners. Headquartered in Westborough, MA, Applix maintains offices in seven countries in Europe, North America and the Pacific Rim. For more information about Applix, please visit www.applix.com

(c)2002 Applix, Inc. All rights reserved. Applix and iEnterprise are registered trademarks of Applix, Inc., and iTM1 is a trademark of Applix, Inc. All other trademarks and company names mentioned are the property of their respective owners.