Remedy Corporation Provides Help Desk Institute Certification Training Worldwide; Expanded Access to Premium Training Facilitates Career Advancement for IT Professionals

Business Wire, Nov 13, 2000

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Nov. 13, 2000

Remedy(R) Corp., a leading provider of Information Technology Service Management (ITSM), Customer Relationship Management (CRM) and eProcurement solutions (Nasdaq:RMDY), and Help Desk Institute (HDI), the world's largest membership association for service and support professionals, announced today that Remedy will begin offering HDI's Certified Help Desk Analyst (HDA*) training classes at Remedy's worldwide training facilities and selected customer sites.

Remedy has trained thousands of IT professionals in the use of Remedy solutions to optimize and run a consolidated service desk. The new three-day HDA classes will add to this success by teaching fundamental and advanced survival skills for today's increasingly complex IT help desk environment. The class is designed to improve success and job satisfaction for the support technician; and enhance productivity and employee retention for the employer. The training also prepares students for HDI's HDA certification exam.

"Help Desk Institute's HDA* certification indicates that a help desk analyst has achieved a level of professionalism and knowledge of cutting-edge technologies and processes making him or her a valuable asset to their company," said Layton Schaelling, director of certification and business development at Help Desk Institute. "Certification is an important step toward industry self-regulation and the standardization of acceptable service levels and professionalism of help desk analysts."

Remedy's HDA class teaches skills to handle inbound service requests, understand call processing flows, solve problems and manage customer expectations. These job survival skills are not tied to any single technology and span multiple industries.

"As a result of helping more than 9,500 organizations worldwide automate IT Service Management, we know what it takes to excel in an IT-dependent eBusiness economy. We are committed to providing our customers with the best solutions, strategies and tactics to do just that. And offering HDI training at all of our facilities is just one more component of our mission to help IT departments succeed," said Bradley Laatsch, IT Professional Certification (ITPC) training manager at Remedy.

In addition to training IT professionals in Remedy's service desk solutions, the company has trained thousands of IT professionals in various disciplines of IT Service Management. And Remedy has developed other partnerships that support their customers' IT offerings.

For example, in August, Remedy became the first service desk vendor in the world to be certified compatible with the IT Infrastructure Library (ITIL) catalogue of best practices. In October, Remedy announced the first service desk integration available for RightAnswer.com, a tool that enhances user self-help, and consequently reduces call volumes. Earlier this year, Remedy announced interactive web-based training of administrators and end users in the use of Remedy solutions.

Remedy HDA training staff will be on hand to answer questions in Remedy's booth at the Help Desk Institute Customer Support Management Conference in Orlando, Florida November 13-14, 2000. Remedy will offer additional training programs for IT Professionals and onsite consulting for IT departments looking to improve processes and skill sets.

About Help Desk Institute

Help Desk Institute's mission is to lead the customer support profession worldwide by setting the standards, establishing certification and training programs, and providing access to industry resources. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry. HDI sponsors an annual conference and expo, offers regional training, and publishes a wide range of training publications and research materials. Membership exceeds 7,500 with members from every continent worldwide. To become a member, or to obtain further information on the benefits of becoming a member, please visit the HDI web site at www.twhinkhdi.com.

About Remedy

Remedy is a leading supplier of Information Technology Service Management (ITSM), Customer Relationship Management (CRM), and eProcurement solutions with customers using its products at more than 9,500 sites. Remedy's fast deployment programs and radical adaptability accelerate an organization's move to eBusiness and increase its ability to differentiate from competitors. By focusing on internal and external service, Remedy's customers continually improve both their customer interactions and their internal operations to raise satisfaction and lower costs. More information on Remedy, its products and its services is available on the company's Web site at www.remedy.com.

Note to Editors: Remedy, Remedy Corporation and Design are trademarks of Remedy Corporation, Mountain View, California, which are registered or pending in certain jurisdictions. All other trademarks are the property of their respective owners.