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Remedy Corporation and M-Tech Integrate Service Desk and Password Management

Total Password Management Solution Streamlines Workflow Processes

Mountain View, Calif. October 16, 2000-RemedyŽ Corp., the leading provider of IT Service Management (ITSM), Customer Relationship Management (CRM) and eProcurement solutions (NASDAQ: RMDY), today announced a partnership with M-Tech Mercury Information Technologies Inc. (M-Tech), the industry leader in password management software technology. The partners will offer their customers an integrated solution that combines M-Tech's password management solution (P-Synch) with Remedy's Action Request SystemŽ (AR SystemŽ). Remedy and M-Tech customers will now gain the capacity to reduce password-related help desk calls, and consequently reap increased organizational productivity.

Industry analysts report that up to 40% of all problem calls to a corporate service desk are password-related. IT departments that use P-Synch have reduced the password-related call volume by at least 85%. Plus, remaining password management calls can be resolved in less than five minutes.

"Many Remedy customers have identified password management as one of their top concerns. Partnering with M-Tech gives us the ability to provide a critical service to our customers - one that we know will help them enhance security and cost-savings," said Mark Halvorson, product partner programs manager at Remedy.

The interface between P-Synch and Remedy's AR System streamlines the entire password problem/ resolution process by eliminating redundant data entry. The interface automatically creates new password-related trouble tickets, updates existing tickets, and closes tickets for resolved problems. IT managers are provided with more effective call and problem statistics. In addition, end users and support staff can work with a single interface for changing, resetting, and synchronizing passwords across all systems and platforms.

"We were already using Remedy's AR System, and found it easy to install the P-Synch interface. When we started testing P-Synch to manage our password synchronization and reset needs, this interfaced solution proved to be a natural fit for our IT environment," said Holli Ragland, security analyst at Acxiom Corporation.

"This interface will enable M-Tech to recommend Remedy's AR System to customers looking for a new help desk call tracking package, and will enable Remedy to recommend P-Synch to customers looking for password synchronization and reset capabilities. Our joint customers will see fast return on their investment as a result of implementing this solution," said Idan Shoham, technical director at M-Tech.

About M-Tech

M-Tech is a computer security products company. The M-Tech identity management suite streamlines both password management and account provisioning, in addition to improving user self-service, and reducing user support costs. Hitachi ID Password Manager (formerly P-Synch) and Hitachi ID Identity Manager improve the security of network systems and lower their operating costs. The M-Tech client list includes top Fortune-500 companies such as Ford Motor Company, Sears Roebuck, AT&T Wireless, Bristol-Myers Squibb, and many more. For more information, please visit:

P-Synch incorporates effective security measures. These include strong authentication as well as inexpensive question and answer profiles. P-Synch supports both corporate users and E-commerce deployments, and can be scaled to very large user populations (B2B and B2C). P-Synch can synchronize user passwords across all systems and platforms; enforce enterprise-wide password strength policies; allow support staff to reset passwords on every system, with no special administrative rights; allow authenticated users to reset their own forgotten passwords; P-Synch reduces support costs while improving network security. More information on P-Synch is available on the web at, by phone at 1.403.233.0740, or by e-mail:

About Remedy

Remedy is the world's leading supplier of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) Solutions. With more than 9,100 sites, more organizations use Remedy products for CRM and ITSM than any other solution. Remedy delivers service solutions that accelerate an organization's move to eBusiness and raise its agility to continually differentiate itself from competitors. Remedy's fast deployment programs and radical adaptability enable organizations to move more quickly to an eBusiness model, and to do so in a differentiated way. By focusing on internal and external service as competitive differentiators, our customers continually improve both their customer interactions and internal operations to raise satisfaction and lower costs. More information on Remedy, its products and services is available on the company's Web site at

© 2000 Remedy Corporation. All rights reserved. Remedy, Remedy Corporation and Design, Action Request System and AR System 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.

For further information contact:

Remedy Corporation Ruder Finn M-Tech
Tamara Doney
(650) 919-5404
Amy Goodson
(626) 568-4939