Press Release

Serviceware again honoured as market leader and best ESM software in 2019

- Research in Action (RIA) elects Serviceware in its current study for the second time in a row as market leader in the field of Enterprise Service Management SaaS and Software

- Serviceware leaves all worldwide competitors behind it at the German mid-sized businesses

- Serviceware is also Number 1 in customer satisfaction

- RIA study is primarily based on the assessment by 750 IT budget managers in the upper German SMEs

Bad Camberg, 18 March 2019. Serviceware SE ("Serviceware", ISIN DE000A2G8X31) has again been elected by an independent body as the market leading provider of Enterprise Service Management ("ESM"). Within the framework of its study "Vendor Selection Matrix - IT and Enterprise Service Management SaaS and Software" of the renowned independent research and consulting company Research in Action ("RIA"), Serviceware has again secured the sole top rank - as in the previous year. This means that Serviceware has again left behind its worldwide relevant competitors and has even improved its own result versus prior year.

Apart from the assessment by the industry analysts, the RIA study provides a comprehensive picture from practice. The overwhelming part of the overall assessment is made up of appraisals by a total of 750 IT managers from the upper German SMEs. Serviceware also reaches again high scores for customer satisfaction. It ranked again first amongst all competitors. The overall top ranking is, at the end of the day, the sum of the ESM platform modules of Serviceware. The RIA study, therefore, stresses that customers are "convinced by the consistent Enterprise Service platform". The strengths of the modular offering include, according to the study, amongst other things the IT financial management and the knowledge management, which has been successfully integrated into the platform through SABIO GmbH acquired last year by Serviceware.

The results of the RIA study on the significance of ESM for the upper German SMEs as a whole are likewise a confirmation of the Serviceware strategy. The survey amongst the IT budget managers in the companies reaches the conclusion: "Enterprise Service Management is now at the very top of the IT agenda. More than two thirds of the companies will invest during the next one to three years."

Dirk K. Martin, CEO and co-founder of Serviceware, comments on the results of the study: "Again first rank, again market leader, again the highest customer satisfaction of all competitors - these successes will of course constitute additional motivation for us. The fact that the analysts and IT decision makers from practice believe that Serviceware is excellently positioned, confirms our strategy. This is all the more important since Enterprise Service Management is becoming increasingly significant for companies according to the RIA study and as expected by us, and the investment dynamics are correspondingly high."

The complete "Vendor Selection Matrix - IT and Enterprise Service Management SaaS and Software" study by Research in Action is also available from Serviceware under http://serviceware.se/RIA (German) and http://serviceware.se/RIA-study (English) for downloading.

About Serviceware SE
Serviceware is a leading provider of software solutions for digitising and automating service processes, that enterprises can use to improve their service quality and efficiently manage their service costs. As part of its integrated and modular platform, Serviceware offers its software solutions helpLine (service management), anafee (financial management) and Careware (field and customer service management) and SABIO (knowledge management), and this offering thus extensively covers the value chain for enterprise service management. Serviceware has more than 700 customers from a wide range of industries, including nine DAX-listed companies and four of the seven largest German companies. The company is headquartered in Bad Camberg, Germany. Serviceware has 378 employees (as of 30 November 2018).

You can find more information at www.serviceware.se

About Research in Action:
Research In Action GmbH is a leading independent information and communications technology research and consulting company. The company provides both forward-looking as well as practical advice to enterprise as well as vendor clients.

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