ServiceWare Technologies, Inc. Acquires InfoImage Assets

Enterprise Portal Technology Expedites Product Strategy

PRINCETON, NJ - August 21, 2002 - ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that it has acquired certain assets of the Phoenix-based InfoImage, an enterprise portal company.

InfoImage's feature product, Decision Portal, provides companies with an enterprise portal framework that consolidates key information from disparate data sources and provides collaboration tools in one unified view.

"InfoImage's technology, blue-chip customers and strategic partners are a perfect complement to our current product offering and business strategy," stated Kent Heyman, CEO of ServiceWare Technologies, Inc.

"This acquisition significantly expedites our product plan," stated Scott Schwartzman, COO of ServiceWare Technologies, Inc. "The addition of InfoImage's enterprise portal products will allow us to provide our customers with a robust portal framework that seamlessly integrates with our current product offering. Portals provide a personalized and collaborative mechanism to deliver the right answer at the right time to the right audience."

In the transaction, all existing technology assets and certain customer contracts of privately held InfoImage, which previously filed for bankruptcy protection, will immediately be transferred to ServiceWare Technologies, Inc. ServiceWare will pay a contingent consideration not to exceed $1.5 million to be predominantly based on future sales of InfoImage products and services.

About ServiceWare Technologies, Inc.

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 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.

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, integration of acquired products with current offerings, 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.


Jessica Jordan  Richard Liebman 
ServiceWare Technologies, Inc.  ServiceWare Technologies, Inc. 
(412) 826-1014 x1413    (732) 494-5980 x3131