SANTA MONICA, CA - October 16, 1997 - In an important strategic technology move that significantly advances the problem-solving core of its entire product line, CyberMedia (NASDAQ: CYBR), the world's leading provider of automatic service and support software, today entered into a greatly expanded partnership with ServiceWare Inc, the world's leading provider of knowledge management products to the corporate help desk and customer support marketplace.

ServiceWare's products integrate directly into virtually all leading support software. They are utilized by most of the industry's hardware manufacturers and help desk vendors such as Vantive, Remedy, Clarify, Magic Solutions, Software Artistry, Bendata and Applix, among others. ServiceWare's industry-standard Knowledge-Pak Desktop Suite? is used by thousands of corporate help desks to provide world class support for their customers.

CyberMedia has been successfully incorporating ServiceWare's Knowledge-Paks into it's best-selling First Aid(r) retail software products for the past year. Under the terms of the new agreement, which significantly expands upon the prior one, CyberMedia will integrate ServiceWare's new knowledge management products - Knowledge-Pak Architect and Knowledge-Pak Viewer - across its entire product line, including its upcoming enterprise product offerings.

This will enable CyberMedia to expand its own ActiveHelp(tm) knowledge base of problem-solving information by allowing administrators to incorporate additional sources of knowledge and customize the standard content shipped with the product. As a result, users of CyberMedia software products will now have greater flexibility in solving a wide range of problems related to PC support.

Smarter, "Self-healing" PCs

Combined with the problem-fixing information in CyberMedia's own ActiveHelp Center and the CyberMedia ActiveHelp problem-fixing "engine", ServiceWare's technology creates a form of "artificial intelligence" that enables CyberMedia's software products to analyze thousands of potential PC problems - from software crashes to hardware failures - and then either automatically fix the problem or instruct the user on how to fix the problem manually. With CyberMedia software, the PC becomes, literally, smart enough to diagnose and fix its own problems.

"Our products are rapidly being adopted by the support industry as the standard for providing answers through pre-packaged knowledge bases and knowledge development and delivery software," said ServiceWare CEO Jeff Pepper. "Combining the industry's best PC problem detection and resolution software with the industry's leading knowledge management application brings the best of both worlds together for our mutual customers."

"Automatic service and support software is only as good as the knowledge it uses to solve problems. It is also more effective if it can share that knowledge with the widest possible array of partners, as well as accrue new knowledge from corporate developers and software and hardware companies," said CyberMedia Chief Executive Officer Unni Warrier.

"With this deeper access to ServiceWare's core knowledge base, we are providing CyberMedia users with the very finest source of problem-solving information, and we are better able to share that knowledge with other hardware and software companies, in addition to our customers. And as our knowledge base becomes 'smarter,' everyone benefits."

How ActiveHelp Works

As an example, if a user of CyberMedia's First Aid does not hear any sound coming from the PC, they simply "point to where it hurts"- and click on a picture of the speaker. First Aid's Advisor begins asking a series of questions to diagnose the problem.

In some cases, the Advisor will simply instruct the user to turn up the speaker volume. However, if the problem is caused, for example, by a missing or incorrect sound card "driver" (a small software program that gives the mouse instructions on how to behave) the Advisor will escalate the problem to the next level.

The Advisor then automatically dials the modem and reaches out to the Internet to consult CyberMedia's ActiveHelp server, an additional storehouse of problem solutions that is continually updated on a daily basis by CyberMedia's research team. In this case, the missing driver will be located delivered to the user via the Internet, automatically installed on the PC, and the problem is fixed.

This problem, if not automatically diagnosed and fixed by First Aid, could otherwise involve hours of time wasted consulting product manuals and calling technical support hotlines or help desks. CyberMedia believes that automatic problem resolution, aided by the computer's own "intelligence", CyberMedia's ActiveHelp knowledge base and the rich source of information stored on the Internet, is the ultimate solution to the support woes that bedevil the computer industry and bleed it of billions of dollars in support costs.

Terms

Financial terms of the agreement were not disclosed. CyberMedia expects to record a non-recurring one time for the purchase of in-process research and development related to the license of the ServiceWare technology. This charge will be reflected in CyberMedia's Q3 1997 earnings.

About ServiceWare

ServiceWare is the world's leading provider of support knowledge management products for corporate support organizations, internal and external help desks, small business, and home PC users. As an expert in knowledge management, ServiceWare provides a complete line of knowledge management products, which include high-value knowledge bases and knowledge management software, as well as consulting, mentoring, and training services.

Knowledge-Pak Architect? is unique knowledge management software that allows companies to capture, organize, and deliver support knowledge bases to their analysts, employees, and customers. Its open architecture and ease-of-use ensures that companies can create and maintain their support knowledge their way.

Knowledge-Paks(r) are comprehensive, pre-packaged technical support knowledge bases for the most popular computing products, and used worldwide by thousands of customer support analysts, network administrators, and end-users to solve problems quickly and often on the first call. These knowledge bases embed into or integrate with all leading help desk and problem resolution software products, and are available through the Internet/Intranet. They offer consistently correct answers, resulting in increased help desk productivity and end-user satisfaction. ServiceWare offers Knowledge-Paks for desktop and network applications, as well as SAP's R/3 applications.

Want to know more? Visit ServiceWare's Web site for more information on the company, its products, and services.

About CyberMedia

CyberMedia's mission is to help computer users, anytime, anywhere with a complete set of products and services that provide the highest quality of immediate help to computer users at home and work, all over the world.

CyberMedia's ActiveHelp(tm) retail product line includes First Aid, to fix Windows problems automatically; Oil Change(tm), to update PCs with the latest bug fixes, patches and drivers; UnInstaller(r), to clean Window's applications; and Guard Dog(tm), to automatically safeguard Internet security and privacy.

Founded in 1991, CyberMedia (Nasdaq: CYBR) employs more than 250, with company headquarters in Santa Monica, CA., and offices in San Jose, CA.; Portland, OR; Washington, D.C.; Japan; Ireland and India. For additional information contact CyberMedia, Inc., 3000 Ocean Park Boulevard Suite #2001, Santa Monica, CA 90405; phone (310) 664-5000; fax (310) 664-4720; e-mail info@cybermedia.com or visit the CyberMedia Web site.

Note to editors: ActiveHelp, CyberMedia, First Aid, and the CyberMedia logo are trademarks of CyberMedia, Inc. All other trade names are trademarks of their respective owners.