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ServiceWare Partners With HP To Deliver New Standard In Support For Management Solutions
ServiceWare’s Knowledge Bridge Integrates with HP OpenView Service Desk Maximizing Customers Ability to Access Knowledge
OAKMONT, PA (October 28, 1999) – ServiceWare Inc., a leading provider of technical support, services and knowledge management software tools, today announces an alliance with Hewlett-Packard Company to integrate ServiceWare’s Knowledge Bridge with HP OpenView Service Desk. As a result of this, HP OpenView Service Desk users are now able to interact and share knowledge and resources more easily and efficiently.HP OpenView Service Desk offers the new standard for support that helps IT organizations work together and share information by combining integrated support processes such as call management, incident management and problem management, with quality management processes. ServiceWare’s Knowledge Bridge, the industry’s premier solution for enterprise-wide knowledge management powered by the Cognitive Processor, a patented self-learning technology that that allows faster retreival of answers, integrates into HP OpenView Service Desk to provide accurate and “knowledgeable” customer support. The Knowledge Bridge is designed to easily integrate with other applications so that when a problem description or brief question is entered, Knowledge Bridge can compare the inquiry with other experiences in the knowledge base. This enables the user to customize information to the environment in which he works to obtain more accurate answers about particular issues.
“When customers integrate ServiceWare’s Knowledge Bridge into OpenView Service Desk, they streamline the flow of knowledge,” said Charla Michalojko, ServiceWare’s Director of Partners and Alliances. “The net value to the customer is that they can solve their knowledge management issues seamlessly powered by the best-of -breed knowledge management tool on the market today.”
“This alliance underlines our understanding of the increasing need for IT support organizations to have quick access to the right answers,” said Olivier Helleboid, acting vice president and general manager of HP’s OpenView Software Business Unit. “The combination of HP OpenView and ServiceWare extends the HP OpenView Service Desk value as the new standard for support even further.”
In addition to enabling users to customize their own knowledge base, Knowledge Bridge can provide additional access for the user through ServiceWare’s Web-based portal rightanswers.com which provides customers with Internet access to nearly 750,000 field-tested solutions from leading IT organizations including Microsoft, Apple, Novell, Micro House and others, along with industry-leading support knowledge bases from ServiceWare.
About ServiceWare
ServiceWare is an Internet software and support knowledge content company that helps organizations strengthen customer relationships and grow business by leveraging the power of knowledge. ServiceWare's business knowledge applications map to any customer interaction point across the enterprise to provide strategies for sales, service and support, including self-support for e-business.
Serving more than 4,000 organizations, ServiceWare leads the problem resolution market today and is defining the future of business knowledge applications. ServiceWare's corporate customers include Microsoft Corporation, Merrill Lynch, Hewlett-Packard Company, Pfizer Pharmaceuticals, Bear Stearns, Compaq Computer, Acer Inc., FORE Systems Inc., Lucent Technologies, Toys 'R Us, MCI WorldCom, Marriott, Data General, Texas Instruments, DecisionOne, EDS, Hughes Network Systems, Johnson Controls, Raytheon, Canon USA, Prudential Insurance, CDW Computer Centers, Inc., Northeast Utilities, Kimberly-Clark, Fourth Shift, Stream International, McKesson HBOC, Sulzer Textil, Tenneco, Toshiba of Canada, Ingram-Micro, United Messaging and Yamaha Corporation of America, as well as prominent universities and government agencies.
Learn more today by visiting ServiceWare's Web site at www.serviceware.com. E-mail and telephone inquiries are welcome at info@serviceware.com or 800-572-5748. Contact ServiceWare International in Geneva Switzerland via e-mail at intl.info@serviceware.com or at +[41] (22) 960-1240.
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Editorial Contact:
Amy Akers
Michael James & Co., Inc
412.471.2908
akers@michaeljames.com
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