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Remedy Earns Leadership Position of the METAspectrum(SM) Evaluation of IT Service Desk Tools Remedy IT Service Management Suite Proven as Robust and Intuitive SUNNYVALE, Calif., Feb. 24 /PRNewswire-FirstCall/ -- Remedy(R), a BMC Software company, today announced that it has been ranked among the market leaders in META Group's recently released METAspectrum(SM) for IT Service Desk Tools. The suite, which comprises Remedy Help Desk, Remedy Asset Management, Remedy Change Management, and Remedy Service Level Agreements, helps companies optimize resources, proactively manage services and assets, and align IT services to the goals of the business, thereby lowering the total cost of ownership of the IT infrastructure. META Group (NASDAQ:METG) is a leading research and consulting firm that focuses on information technology and business transformation strategies. The new IT Service Desk Tools METAspectrum evaluation is based on META Group's METAspectrum methodology, which provides a framework for evaluating or selecting an appropriate IT vendor or product, simplifies the decision process, and enables more effective technology investments. "It's true that IT budget spending is again on the incline, yet organizations continue to critically evaluate their Service Management suite," commented Michele Hudnall, Senior Research Analyst at META Group. "CIOs continue to ask their staff to do more with less. Service organizations must apply technology appropriately to achieve the ability to link IT service and support to business objectives cost efficiently." Remedy Help Desk is positioned in the Leader segment of the METAspectrum analysis. META assigned ranking based on two axis: Performance and Positioning. Beyond securing a leading spot in the report, features and functionality are key competitive differentiators of the Remedy's IT Service Management suite, including Web capabilities for a variety of access options, and Flashboards for advanced monitoring and measurement. More than 7,000 customers worldwide have employed Remedy's well-established product line. Integration capabilities among the various applications within Remedy's IT Service Management suite is also an important differentiator. Remedy Asset Management, Remedy Change Management, and Remedy Service Level Agreements work together to provide a deep solution that enables companies to align IT with their business objectives. The package is very intuitive and easy to use, and maintains a consistent look and feel throughout all applications within the suite. All enterprise-level solutions reside on Remedy's Action Request System(R) (AR System(R)). The power and homogeneity of the Action Request System are core strengths of Remedy's solutions. With its request-centric,forms-driven, workflow-based architecture, the AR System development environment is optimized for efficiencies in automating service-related business processes. AR System simplifies development tasks through a simple point-and-click, drag-and-drop user interface and includes pre-built service management modules, such as notifications, escalations, and approvals. AR System includes a broad suite of intuitive integration tools for application-to-application integration, including support for Web Services. "This Leader rating in the METAspectrum report highlights the strengths of Remedy Help Desk, as well as the rest of our IT Service Management suite, in supporting a larger initiative -- namely, Business Service Management," said Harold Goldberg, vice president of worldwide marketing and business strategy at Remedy. "Having been a leader in Service Management for 14 years, we're pleased to once again be recognized for superior products that continue to translate into significant ROI for customers worldwide." Business Service Management (BSM) is an approach for enabling companies to manage IT and services from a business perspective. BSM enables companies to understand and predict the impact of technology changes on the business, and conversely, how changes in the business impact IT, resulting in improved customer service and business performance. Remedy's IT Service Management suite plays a critical role in delivering BSM solutions by offering customers a single asset repository, including configuration items, downstream and upstream dependencies, and financial asset information related to the assets that support a business service. The complete METAspectrum Evaluation of IT Service Desk Tools can be found at the following Web site: http://www.remedy.com/solutions/documents/misc/Remedy_METAspectrum_ar_en.pdf . Please contact Ryan Ragozzine in Remedy's Analyst Relations department for further information regarding the report. About METAspectrum METAspectrum was developed to enable IT professionals to quickly evaluate vendors based on their ability to deliver on the presence and performance criteria that matter most in a given market. With the growing trend toward combining configuration and asset management into a single repository, enterprise-class asset management vendors provide the tool that facilitates better decisions on a holistic basis. METAspectrum(SM) evaluations from META Group provide IT professionals with a view into critical market success factors and vendor positioning. METAspectrum delivers comprehensive evaluations of both technology markets and vendor product offerings. There are multiple market evaluations planned for release in 2004 and beyond. METAspectrum evaluations are updated quarterly, biannually, or annually, depending on the characteristics of individual markets. To view completed market evaluations, or learn more about the METAspectrum methodology, visit http://www.metagroup.com/metaspectrum . META Group Disclaimer Permission to reproducethis research has been granted by META Group, Inc. Any further reproduction or redistribution of this research in any form without prior written approval is prohibited. METAspectrum is META Group's independent evaluation of a technology market, representing marketplace characteristics at a given time and are subject to change without notice. META Group's permission to reproduce this evaluation should not be deemed to be an endorsement of any company or product. META Group research is intended to beone of many information sources and decision-makers should not rely solely on the METAspectrum evaluation for making solution choices. META Group expressly disclaims all warranties, express or implied, including but not limited to fitness of this research for a particular purpose or merchantability. About Remedy Remedy, a BMC Software company headquartered in Sunnyvale, California, delivers Service Management software solutions that enable organizations to automate and manage internal and externalservice and support processes. Founded in 1991, now with more than 10,000 customers worldwide, Remedy delivers software solutions that help customers align service and support with business objectives, improve service levels, manage assets, and lower costs. All Remedy best-practice applications are a key component of enterprise-wide Business Service Management, and are highly flexible, empowering customers to easily adapt to unique and changing requirements. Remedy customers include 75 percent of Fortune 100 companies and 60 percent of Global Fortune 500 companies. Remedy customers worldwide have employed solutions developed throughout the company's 14 years of product evolution and investment. Locate additional company and product information at http://www.remedy.com/ . Remedy, Action Request System, and AR System are registered trademarks of BMC Software, Inc. All other trademarks are the property of their respective owners. http://www.newscom.com/cgi-bin/prnh/20030528/REMLOGO http://photoarchive.ap.org/ DATASOURCE: Remedy CONTACT: Tamara Doney of Remedy, +1-916-645-6233, or ; or Julie Redard of Porter Novelli, +1-617-897-8234, or , for Remedy Web site: http://www.remedy.com/ http://www.bmc.com/ http://www.remedy.com/solutions/documents/misc/Remedy_METAspectrum_ar_en.pdf http://www.metagroup.com/metaspectrum

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