ServiceWare and Tivoli to Offer SAP Support

Tivoli (Austin, TX) is using ServiceWare

's (Indianapolis) Knowledge-Pak suite for SAP R/3 in the newest version of its support desk software. Tivoli's newly released SA-Expertise for R/3 is the first product to incorporate ServiceWare's SAP-centric knowledge base. The product allows support personnel to deliver correct, timely answers in response to customers' questions about R/3. "Supporting R/3 users is absolutely crucial to any successful implementation of R/3," said Kris Brittain, market manager for Tivoli. The combination creates "a customer support solution that focuses on solving user issues instead of implementation issues," offered Melissa Beuc, product manager for ServiceWare.