##### Table of Contents



SECURITIES AND EXCHANGE COMMISSION Washington, D.C. 20549
 FORM 10-Q (Mark One)þ
    
    QUARTERLY REPORT PURSUANT TO
SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE
ACT OF 1934For the quarterly period ended March 31, 2005ORo
    
    TRANSITION REPORT PURSUANT TO
SECTION 13 OR 15(d) OF THE SECURITIES
EXCHANGE ACT OF 1934For the
transition period from _________ to _________
 Commission File Number 000-30277 ServiceWare Technologies, Inc.  Delaware
(State or Other Jurisdiction of Incorporation or Organization)
    
    25-1647861
(I.R.S. Employer Identification No.)10201 Torre Avenue, Suite 350
Cupertino, CA
    
    95014(Address of Principal Executive Offices)
    

    (Zip Code)
 Registrants Telephone Number, Including Area Code: (408) 863-5800 Indicate by check mark whether the registrant (1) has filed all reports required to be filed
by Section 13 or 15(d) of the Securities Exchange Act of 1934 during the preceding 12 months (or
for such shorter period that the registrant was required to file such reports), and (2) has been
subject to such filing requirements for the past 90 days. Yes
þ   No o Indicate by check mark whether the registrant is an accelerated filer as defined in Rule
12b-2 of the Exchange Act. Yes o
  No þ The number of shares of the registrants common stock outstanding as of the close of business
on May 12, 2005 was 8,754,785.




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ServiceWare Technologies, Inc.
Form 10-Q
March 31, 2005
INDEX Page No.PART I. FINANCIAL INFORMATIONITEM 1. Unaudited Consolidated Financial StatementsConsolidated Balance Sheets as of March 31, 2005 (unaudited) and December 31, 2004
    
    
    3Consolidated Statements of Operations for the three months ended March 31, 2005 and 2004 (unaudited)
    
    
    4Consolidated Statements of Stockholders Equity for the three months ended March 31, 2005 and 2004 (unaudited)
    
    
    5Consolidated Statements of Cash Flows for the three months ended March 31, 2005 and 2004 (unaudited)
    
    
    7Notes to Unaudited Consolidated Financial Statements
    
    
    8ITEM 2. Managements Discussion and Analysis of Financial Condition and Results of Operations
    
    
    14ITEM 3. Quantitative and Qualitative Disclosures About Market Risk
    
    
    27ITEM 4. Controls and Procedures
    
    
    27PART II. OTHER INFORMATIONITEM 2. Unregistered sales of Equity Securities and Use of Proceeds
    
    
    28ITEM 6. Exhibits
    
    
    28Exhibit 31.1Exhibit 31.2Exhibit 32
  2




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PART I. FINANCIAL INFORMATION 
 Item 1. Consolidated Financial Statements ServiceWare Technologies, Inc. 
 CONSOLIDATED BALANCE
SHEETS
Amounts in thousands, except per share amounts
 March 31,
    
    
    December 31,2005
    
    
    2004(Unaudited)AssetsCurrent assetsCash and cash equivalents
    
    $
    3,325
    
    
    $
    1,672Marketable securities
    
    
    7,701
    
    
    
    9,266Accounts receivable, less allowance for doubtful accounts of $107 as of March
31, 2005 and $95 as of December 31, 2004
    
    
    4,506
    
    
    
    2,529Prepaid expenses and other current assets
    
    
    485
    
    
    
    513Total current assets
    
    
    16,017
    
    
    
    13,980Non current assetsProperty and equipmentOffice furniture, equipment, and leasehold improvements
    
    
    1,783
    
    
    
    1,511Computer equipment
    
    
    9,448
    
    
    
    4,830Total property and equipment
    
    
    11,231
    
    
    
    6,341Less accumulated depreciation
    
    
    (10,764
    )
    
    
    (5,890
    )Property and equipment, net
    
    
    467
    
    
    
    451Intangible assets, net of amortization of $141 as of March 31, 2005
    
    
    5,241
    
    
    
    Goodwill
    
    
    14,485
    
    
    
    2,324Other non current assets
    
    
    60
    
    
    
    198Total non
current assets
    
    
    20,253
    
    
    
    2,973Total assets
    
    $
    36,270
    
    
    $
    16,953Liabilities and Stockholders EquityCurrent liabilitiesAccounts payable
    
    
    2,130
    
    
    
    1,693Accrued compensation and benefits
    
    
    842
    
    
    
    407Deferred revenue  licenses
    
    
    365
    
    
    
    379Deferred revenue  services
    
    
    4,458
    
    
    
    2,720Accrued
restructuring charges
    
    
    754
    
    
    
    Current portion of capital lease obligations
    
    
    48
    
    
    
    34Other current liabilities
    
    
    1,226
    
    
    
    572Total current liabilities
    
    
    9,823
    
    
    
    5,805Non current deferred revenue
    
    
    286
    
    
    
    323Capital lease obligations
    
    
    100
    
    
    
    61Total liabilities
    
    
    10,209
    
    
    
    6,189Commitments and ContingenciesStockholders equityCommon stock, $0.01 par; 50,000 shares authorized, 8,771 and 5,269 shares issued
and 8,755 and 5,252 shares outstanding as of March 31, 2005 and December 31,
2004, respectively
    
    
    88
    
    
    
    53Additional paid in capital
    
    
    101,337
    
    
    
    83,835Treasury stock, 16 and 17 shares as of March 31, 2005 and December 31, 2004,
respectively
    
    
    (56
    )
    
    
    (62
    )Deferred compensation
    
    
    (125
    )
    
    
    (162
    )Warrants
    
    
    6,524
    
    
    
    4,765Accumulated other comprehensive income (loss)
    
    
    (20
    )
    
    
    514Accumulated deficit
    
    
    (81,687
    )
    
    
    (78,179
    )Total stockholders equity
    
    
    26,061
    
    
    
    10,764Total liabilities and stockholders equity
    
    $
    36,270
    
    
    $
    16,953
 See accompanying notes to the financial statements. 3




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ServiceWare Technologies, Inc. 
 CONSOLIDATED
STATEMENTS OF OPERATIONS
Amounts in thousands, except per share amounts
(Unaudited)
 Three months ended March 31,2005
    
    
    2004RevenuesLicenses
    
    $
    1,377
    
    
    $
    230Services
    
    
    2,322
    
    
    
    1,607Total revenues
    
    
    3,699
    
    
    
    1,837Cost of revenuesCost of licenses
    
    
    209
    
    
    
    64Cost of services
    
    
    1,628
    
    
    
    772Total cost of revenues
    
    
    1,837
    
    
    
    836Gross margin
    
    
    1,862
    
    
    
    1,001Operating expensesSales and marketing
    
    
    1,662
    
    
    
    1,001Research and development
    
    
    1,523
    
    
    
    594General and administrative
    
    
    980
    
    
    
    853Restructuring charges
    
    
    1,355
    
    
    
    Total operating expenses
    
    
    5,520
    
    
    
    2,448Loss from operations
    
    
    (3,658
    )
    
    
    (1,447
    )Other income (expense)Interest expense
    
    
    (1
    )
    
    
    (1,272
    )Other (net)
    
    
    151
    
    
    
    9Other income
(expense), net
    
    
    150
    
    
    
    (1,263
    )Net loss
    
    $
    (3,508
    )
    
    $
    (2,710
    )Net loss per common share, basic and diluted
    
    $
    (0.49
    )
    
    $
    (0.55
    )Shares used in computing per share amounts
    
    
    7,183
    
    
    
    4,906
 See accompanying notes to the financial statements. 4




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ServiceWare Technologies, Inc. 
 CONSOLIDATED
STATEMENTS OF STOCKHOLDERS EQUITY
Amounts in thousands, except per share amounts
(Unaudited)
 AccumulatedAdditional
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    other
    
    
    
    
    
    
    TotalCommon stock
    
    
    paid in
    
    
    Treasury stock
    
    
    Deferred
    
    
    
    
    
    
    comprehensive
    
    
    Accumulated
    
    
    StockholdersShares
    
    
    Amount
    
    
    capital
    
    
    Shares
    
    
    Amount
    
    
    compensation
    
    
    Warrants
    
    
    (loss) gain
    
    
    Deficit
    
    
    EquityBalance at December 31, 2004
    
    
    5,269
    
    
    $
    53
    
    
    $
    83,835
    
    
    
    17
    
    
    $
    (62
    )
    
    $
    (162
    )
    
    $
    4,765
    
    
    $
    514
    
    
    $
    (78,179
    )
    
    $
    10,764Exercise of stock options
    
    
    1
    
    
    
    
    
    
    
    (2
    )
    
    
    (1
    )
    
    
    6
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    4Issuance of common stock for
merger
    
    
    3,501
    
    
    
    35
    
    
    
    17,262
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    17,297Issuance of warrants for merger
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    1,759
    
    
    
    
    
    
    
    
    
    
    
    1,759Stock based compensation
expense
    
    
    
    
    
    
    
    
    
    
    242
    
    
    
    
    
    
    
    
    
    
    
    37
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    279Comprehensive loss:Unrealized loss on short term
investments
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    (20
    )
    
    
    
    
    
    
    (20
    )Reclassification adjustment
for gains realized in net loss
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    (514
    )
    
    
    
    
    
    
    (514
    )Net loss
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    (3,508
    )
    
    
    (3,508
    )Total comprehensive loss
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    (4,042
    )Balance at March 31, 2005
    
    
    8,771
    
    
    $
    88
    
    
    $
    101,337
    
    
    
    16
    
    
    $
    (56
    )
    
    $
    (125
    )
    
    $
    6,524
    
    
    $
    (20
    )
    
    $
    (81,687
    )
    
    $
    26,061
 See accompanying notes to the financial statements. 5




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ServiceWare Technologies, Inc.
CONSOLIDATED STATEMENTS OF STOCKHOLDERS EQUITY
Amounts in thousands, except per share amounts
(Unaudited) Additional
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    TotalCommon stock
    
    
    paid in
    
    
    Treasury stock
    
    
    Deferred
    
    
    
    
    
    
    Accumulated
    
    
    StockholdersShares
    
    
    Amount
    
    
    capital
    
    
    Shares
    
    
    Amount
    
    
    compensation
    
    
    Warrants
    
    
    Deficit
    
    
    EquityBalance at December 31, 2003
    
    
    2,433
    
    
    $
    247
    
    
    $
    76,433
    
    
    
    36
    
    
    $
    (134
    )
    
    $
    
    
    
    $
    46
    
    
    $
    (76,485
    )
    
    $
    107Exercise of warrants and
stock options
    
    
    7
    
    
    
    
    
    
    
    24
    
    
    
    (5
    )
    
    
    19
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    43Beneficial conversion
feature of convertible
notes
    
    
    
    
    
    
    
    
    
    
    233
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    233Issuance of common stock
and warrants, net of $574
of issuance costs
    
    
    1,231
    
    
    
    123
    
    
    
    2,688
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    4,614
    
    
    
    
    
    
    
    7,425Issuance of warrants for
settlement of lawsuit
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    105
    
    
    
    
    
    
    
    105Issuance of common stock
related to note conversion
    
    
    1,535
    
    
    
    154
    
    
    
    3,685
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    3,839Stock based compensation
    
    
    22
    
    
    
    2
    
    
    
    221
    
    
    
    
    
    
    
    
    
    
    
    (199
    )
    
    
    
    
    
    
    
    
    
    
    24Net loss
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    (2,710
    )
    
    
    (2,710
    )Balance at March 31, 2004
    
    
    5,228
    
    
    $
    526
    
    
    $
    83,284
    
    
    
    31
    
    
    $
    (115
    )
    
    $
    (199
    )
    
    $
    4,765
    
    
    $
    (79,195
    )
    
    $
    9,066
 See accompanying notes to the financial statements. 6




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ServiceWare Technologies, Inc. 
 CONSOLIDATED
STATEMENTS OF CASH FLOWS
Amounts in thousands, except per share amounts
(Unaudited)
 Three months ended March 31,2005
    
    
    2004Cash flows from operating activitiesNet loss
    
    $
    (3,508
    )
    
    $
    (2,710
    )Adjustments to reconcile net loss to net cash used in operations:Non cash items:Depreciation
    
    
    100
    
    
    
    86Amortization of intangible assets
    
    
    141
    
    
    
    12Cost of warrants in connection with lease settlement
    
    
    
    
    
    
    105Amortization of beneficial conversion feature related to convertible notes
    
    
    
    
    
    
    1,162Amortization of discount on convertible notes
    
    
    
    
    
    
    50Interest expense paid by issuing common stock
    
    
    
    
    
    
    107Stock based compensation
    
    
    279
    
    
    
    24Acquired in-process research and development
    
    
    421
    
    
    
    Loss (gain) on disposal of equipment
    
    
    4
    
    
    
    (7
    )Gain on sale of investments
    
    
    (284
    )
    
    
    Changes in operating assets and liabilities, net of assets and liabilities acquired:Decrease in accounts receivable
    
    
    55
    
    
    
    1,380Decrease in other assets
    
    
    528
    
    
    
    108Decrease in accounts payable
    
    
    (707
    )
    
    
    (325
    )Decrease in accrued compensation
    
    
    (180
    )
    
    
    Increase in
accrued restructuring charges
    
    
    754
    
    
    
    Decrease in deferred revenue
    
    
    (189
    )
    
    
    (549
    )(Increase) decrease in other liabilities
    
    
    (256
    )
    
    
    10Net cash used in operating activities
    
    
    (2,842
    )
    
    
    (547
    )Cash flows from investing activitiesPurchases of marketable securities
    
    
    (4,898
    )
    
    
    (8,830
    )Proceeds from sale of marketable securities
    
    
    6,213
    
    
    
    1,000Proceeds from sale of assets
    
    
    1
    
    
    
    1Acquisition costs for Kanisa merger
    
    
    (561
    )
    
    
    Cash acquired from Kanisa merger
    
    
    3,779
    
    
    
    Property and equipment acquisitions
    
    
    (34
    )
    
    
    (59
    )Net cash provided by (used in) investing activities
    
    
    4,500
    
    
    
    (7,888
    )Cash flows from financing activitiesRepayments of principal of capital lease obligations
    
    
    (9
    )
    
    
    (8
    )Repayments of principal of revolving line of credit
    
    
    
    
    
    
    (250
    )Proceeds from equity funding, net of debt issuance costs
    
    
    
    
    
    
    7,425Proceeds from stock option exercises
    
    
    4
    
    
    
    20Net cash (used in) provided by financing activities
    

    
    (5
    )
    
    
    7,187Increase (decrease) in cash and cash equivalents
    
    
    1,653
    
    
    
    (1,248
    )Cash and cash equivalents at beginning of period
    
    
    1,672
    
    
    
    1,438Cash and cash equivalents at end of period
    
    $
    3,325
    
    
    $
    190Supplemental disclosures of cash flow information:Cash paid for interest
    
    $
    2
    
    
    $
    3Supplemental disclosures of non-cash investing and financing activities:Conversion of convertible debt and accrued interest to common stock
    
    
    
    
    
    
    3,839Adjustment to beneficial conversion feature for convertible notes
    
    
    
    
    
    
    233Exercise of warrants by bank
    
    
    
    
    
    
    23Issuance of warrants
    
    
    1,759
    
    
    
    4,719Assets acquired under capital lease obligation
    
    
    
    
    
    
    32Unrealized loss on investments
    
    
    (20
    )
    
    
    Kanisa acquisition (Note 10)
 See accompanying notes to the financial statements. 7




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ServiceWare Technologies, Inc. 
 NOTES TO CONSOLIDATED
FINANCIAL STATEMENTS
MARCH 31, 2005
(Unaudited)
 Note 1. Organization of the Company ServiceWare Technologies, Inc., d/b/a Knova Software, Inc. (the Company) is a provider of
customer relationship management (CRM) software applications, specifically applications that enable
customer service organizations to more effectively resolve service requests and answer questions.
Built on knowledge management and search technologies, the Companys service resolution management
(SRM) applications optimize the resolution process across multiple service channels, including
contact centers, self-service websites, help desk, email and chat. The Companys SRM applications
complements, integrates with, and enhances traditional CRM, contact center, and help desk
applications by providing patented knowledge management solutions that improve service delivery.
The Companys customers include some of the largest companies in the world and the Companys
products enable them to reduce operating and service delivery costs, improve customer satisfaction,
and thereby increase revenues. The Company is principally engaged in the design, development, marketing and support of
software applications and services. Substantially all of the Companys revenues are derived from a
perpetual license of software products, the related professional services and the related customer
support, otherwise known as maintenance. We license software in arrangements in which the customer
purchases a combination of software, maintenance and/or professional services, such as training and
implementation services. Maintenance, which includes technical support and product updates, is
typically sold with the related software license and is renewable at the option of the customer on
an annual basis after the first year. The Companys professional services and technical support
organizations provide a broad range of implementation services, training, and technical support to
customers and implementation partners. The Companys service organization has significant product
and implementation expertise and is committed to supporting customers and partners throughout every
phase of their adoption and use of the Companys solutions. The accompanying financial statements have been prepared on a basis, which assumes that the
Company will continue as a going concern, which contemplates the realization of assets and the
satisfaction of liabilities and commitments in the normal course of business. The Company incurred
a net loss of $3,508,000 and used $2,842,000 for operations for the three months ended March 31,
2005, and may incur additional losses throughout the remainder of 2005. The ability of the Company
to continue in its present form is largely dependent on its ability to generate additional
revenues, achieve profitability and positive cash flows or to obtain additional debt or equity
financing. Management believes that the Company has the ability to do so and plans to fund 2005
operations through cash the Company expects to generate from operations and current cash balances.
There is no assurance that the Company will be successful in obtaining sufficient license and
service fees from its products or alternatively, to obtain additional financing on terms
acceptable to the Company. Note 2. Unaudited Interim Financial Information The accompanying unaudited balance sheet as of March 31, 2005 and related unaudited
consolidated statements of operations, unaudited consolidated statements of cash flows and the
unaudited consolidated statement of stockholders equity for the three months ended March 31, 2005
and 2004 have been prepared by the Company in accordance with accounting principles generally
accepted in the United States of America for interim financial information and Article 10 of
Regulation S-X. Accordingly, they do not include all of the information and footnotes required by
accounting principles generally accepted in the United States of America for complete financial
statements. As discussed in Note 10, the accounts of Kanisa Inc. (Kanisa) are included from the
date of acquisition, February 8, 2005. Management believes that the interim financial statements include all adjustments, consisting
of normal recurring accruals, considered necessary for a fair statement of the results of interim
periods. Operating results for any quarter are not necessarily indicative of the results that may
be expected for the full year and particularly with respect to the operating results for the three
months ended March 31, 2005, which include Kanisa results only from February 8, 2005. These
unaudited consolidated financial statements should be read in conjunction with the consolidated
financial statements and notes thereto included in the Companys 2004 Annual Report on Form 10-K
filed with the Securities and Exchange Commission. 8




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Note 3. Significant Accounting Policies Principles of Consolidation The consolidated financial statements include the accounts of the Company and its wholly
owned subsidiaries after elimination of all significant intercompany accounts and transactions. Marketable Securities The Company considers all marketable securities as available-for-sale. Accordingly, these
securities are carried at fair value and unrealized holding gains and losses, net of the related
tax effect, are excluded from earnings and are reported as a separate component of other
comprehensive income (loss) until realized. Realized gains and losses from the sale of
available-for-sale securities are determined on a specific identification basis. The securities
consist of corporate bonds, government bonds, auction rate preferred securities and common stock. The majority of the Companys investments are held in an account with an investment firm
of which a Director of the Company is an affiliate. Stock Based Compensation The Company has adopted the disclosure only provisions of Statement of Financial
Accounting Standards No. 123, Accounting for Stock-Based Compensation (SFAS No. 123).
SFAS No. 123, as amended by SFAS 148, Accounting for Stock-Based Compensation  Transition
and Disclosure, permits the Company to continue accounting for stock-based compensation as
set forth in Accounting Principles Board Opinion No. 25, Accounting for Stock Issued to
Employees (APB Opinion No. 25), provided the Company discloses the pro forma effect on net
income and earnings per share of adopting the full provisions of SFAS No. 123. Accordingly,
the Company continues to account for stock-based compensation under APB Opinion No. 25. The following pro forma disclosure presents the Companys net loss and loss per share had
compensation cost for the Companys stock option plans been determined based upon the fair value
at the grant date for awards under these plans consistent with the methodology prescribed under
SFAS No. 123. For the three months ended March 31,2005
    
    
    2004(in thousands, except per share amounts)Net loss from continuing operations, as reported
    
    $
    (3,508
    )
    
    $
    (2,710
    )Add: stock based compensation expense included
in reported net loss
    
    
    279
    
    
    
    24Less: total stock based compensation expense
under SFAS No. 123
    
    
    (1,162
    )
    
    
    (75
    )Adjusted net loss
    
    $
    (4,391
    )
    
    $
    (2,761
    )Weighted average shares used to calculate basic
and diluted loss per share
    
    
    7,183
    
    
    
    4,906Net loss per share, basic and diluted
    
    $
    (0.61
    )
    
    $
    (0.56
    )
 9




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The average fair value of the options granted is estimated at $4.39 during first three months
of 2005 and $7.50 during first three months of 2004, on the date of grant using the Black-Scholes
pricing model. The effects of applying SFAS 123 in this proforma disclosure are not likely to be
representative of the effects on reported net income for future years. Impact of Recently Issued Accounting Standards In December 2004, the FASB issued SFAS No. 123(R) Share-Based Payment (SFAS 123R), a
revision to SFAS 123. SFAS 123R addresses all forms of share-based payment (SBP) awards,
including shares issued under the Companys Employee Stock Purchase Plan, stock options, restricted
stock, restricted stock units and stock appreciation rights. SFAS 123R will require the Company to
record compensation expense for SBP awards based on the fair value of the SBP awards. Under SFAS
123R, restricted stock and restricted stock units will generally be valued by reference to the
market value of freely tradable shares of the Companys common stock. Stock options, stock
appreciation rights and shares issued under the Employee Stock Purchase Plan will generally be
valued at fair value determined through an option valuation model, such as a lattice model or the
Black-Scholes model (the model that the Company currently uses for its footnote disclosure). In
April 2005, the SEC approved a rule that delayed the effective date of SFAS 123R. SFAS 123R will
now be effective for public companies for annual periods that begin after June 15, 2005. The
Company is currently evaluating the impact of the adoption of SFAS 123R. In March 2005, the SEC issued Staff Accounting Bulletin (SAB) No. 107, Share-Based Payment
(SAB 107), which provides interpretive guidance related to the interaction between SFAS 123R and
certain SEC rules and regulations, as well as provides the SEC staffs views regarding the
valuation of share-based payment arrangements. The Company is currently assessing the impact of
SAB 107 on its implementation and adoption of SFAS 123R. Reclassification Certain prior year amounts have been reclassified to conform to the current years presentation. Revision in the Classification of Certain Securities In connection with the preparation of this report, the Company concluded that it was
appropriate to classify all auction rate preferred stock as marketable securities. Previously, a
portion of such investments had been classified as cash and cash equivalents. Accordingly, the
Company revised the classification to report these securities totaling $850,000 as marketable
securities on the previously reported Consolidated Balance Sheet as of December 31, 2004. The Company has also made
corresponding adjustments to the previously reported Consolidated Statement of Cash Flows for the three months ended
March 31, 2004 to reflect the net cash used in investing activities of $6,006,000 related to the
gross purchases and sales of these securities rather than as a component of cash and cash
equivalents. This change in classification does not affect previously reported cash flows from
operations or from financing activities in the Companys previously reported Consolidated
Statements of Cash Flows, or the previously reported Consolidated
Statements of Operations for any
period. Note 4. Debt Convertible Notes In second quarter 2002, the Company
issued $3,250,000 of convertible notes, with proceeds of $2,975,000, net of transaction costs of $275,000. The convertible notes were originally
to mature 18 months from the closing date, bore interest at 10% per annum, and were originally
convertible at any time at the option of the holder, into shares of the Companys common stock at a
conversion price of $3.00 per share. Interest was payable in cash or additional convertible notes,
at the option of the Company. On March 31, 2003, the noteholders agreed to an amendment to the original notes. The
amendment reduced the conversion price from $3.00 per share to $2.50 per share and extended the
term of the notes until July 15, 2004. In accordance with EITF 00-27, Application of EITF Issue No. 98-5, Accounting for
Convertible Securities with Beneficial Conversion Features or Contingently Adjustable Conversion
Ratios, to Certain Convertible Instruments, the Company recognized an additional beneficial
conversion feature (BCF) of $232,672 in 2004 as a result of the payment of interest with
additional convertible notes, which was being amortized over the amended term of the convertible
notes. On February 10, 2004, the notes were converted into common stock as part of the terms of an
equity funding as discussed in Note 7. Additional interest of $105,760 was paid in shares of stock
in connection with the conversion. Note 5. Net Loss Per Share The following table sets forth the computation of basic and diluted loss per share: 10




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Three months ended March 31,2005
    
    
    2004(Amounts in thousands, except pershare amounts)Numerator:Net loss
    
    $
    (3,508
    )
    
    $
    (2,710
    )Denominator:Denominator for basic and diluted earnings per
share weighted average shares
    
    
    7,183
    
    
    
    4,906Net loss per share, basic and diluted
    
    $
    (0.49
    )
    
    $
    (0.55
    )
 Dilutive securities include convertible notes, options and warrants, as if converted.
Potentially dilutive securities totaling 2,821,078 and 1,244,596 shares as of March 31, 2005 and
2004, respectively, were excluded from historical basic and diluted loss per share because of
their antidilutive effect. The number of outstanding options to purchase common stock for which
the option exercise price exceeded the average market price of the Companys common stock
aggregated 383,871 and 43,208 for the three months ended March 31, 2005 and 2004, respectively. Note 6. Segment Information The Company has one business segment. Three months ended March 31,2005
    
    
    2004(amounts in thousands)Revenue (a)
United States
    
    $
    3,618
    
    
    $
    1,732International
    
    
    81
    
    
    
    105Total
    
    $
    3,699
    
    
    $
    1,837
 (a) Revenues are attributed to the United States and International based on customer
location. Note 7. Capital Stock On January 30, 2004, the Company secured an additional $7.4 million, net of expenses, in
funding to finance its operations and the development of its business. The funding was
raised through a private placement of equity securities consisting of 1,230,769 shares of
common stock and five-year warrants to purchase 615,385 shares of common stock at $7.20 per
share. At the Companys 2004 annual meeting of stockholders on December 7, 2004, the stockholders
approved an amendment to the Companys Certificate of Incorporation to effect a reverse stock split
of its common stock and to grant its board of directors the authority until June 30, 2006 to set
the ratio for the reverse split or to not complete the reverse split. The board granted authority
to effect a 1 for 10 reverse stock split, which was effective February 4, 2005. The split is
reflected in all share and per share information found throughout the consolidated financial
statements. In addition, on February 4, 2005, the number of authorized shares of common stock was
decreased to 50,000,000 shares upon completion of the reverse stock split. See Note 10 for a discussion of stock and warrants issued to Kanisa stockholders in the
business combination effected on February 8, 2005. Note 8. Stock Option Plan The following table summarizes option activity for the three months ended March 31, 2005: Options
    
    
    Option Price
    
    
    Weighted AverageOutstanding
    
    
    Range per Share
    
    
    Exercise PriceOptions outstanding, December 31, 2004
    
    
    867,049
    
    
    $
    2.50-$70.00
    
    
    $
    5.0950Options granted
    
    
    920,300
    
    
    $
    4.20-$4.60
    
    
    $
    4.3912Options exercised
    
    
    (1,140
    )
    
    $
    2.60-$3.80
    
    
    $
    3.6526Options forfeited
    
    
    (24,936
    )
    
    $
    2.60-$6.99
    
    
    $
    5.6189Options outstanding, March 31, 2005
    
    
    1,761,273Options exercisable, March 31, 2005
    
    
    643,856
    
    
    $
    2.50-$70.00
    
    
    $
    4.8842
 11




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##### Table of Contents



The following table summarizes option activity for the three months ended March 31, 2004: Options
    
    
    Option Price
    
    
    Weighted AverageOutstanding
    
    
    Range per Share
    
    
    Exercise PriceOptions outstanding, December 31, 2003
    
    
    576,771
    
    
    $
    2.50-$70.00
    
    
    $
    4.7100Options granted
    
    
    2,300
    
    
    $
    6.99-$8.19
    
    
    $
    7.5422Options exercised
    
    
    (5,050
    )
    
    $
    2.60-$4.50
    
    
    $
    3.9396Options forfeited
    
    
    (4,675
    )
    
    $
    2.60-$50.99
    
    
    $
    8.1470Options outstanding, March 31, 2004
    
    
    569,346Options exercisable, March 31, 2004
    
    
    479,521
    
    
    $
    2.50-$70.00
    
    
    $
    4.7821
 In February 2005, in accordance with an agreement entered into with an executive, who
terminated active employment with the Company, the Company accelerated the vesting and extended the
exercise period for options held by the executive. Accordingly, approximately $242,000 in
stock based compensation was recorded in the three months ended March 31, 2005. Note 9. Contingencies On January 16, 2004, the Company entered into a release agreement with its prior
landlord, Sibro Enterprises, LP (Sibro), pursuant to which the Company settled all
outstanding disputes under the lawsuit Sibro had filed in the Court of Common Pleas of
Allegheny County, Pennsylvania. Pursuant to the release agreement, the Company paid Sibro
Enterprises an agreed upon amount representing rent due through December 31, 2003, which was
recorded in its 2003 consolidated financial statements and issued Sibro Enterprises a warrant
to purchase 12,500 shares of common stock at a purchase price of $8.40 per share. The
warrant was valued and recorded at approximately $105,000. In exchange, the parties mutually
agreed to terminate the lease as of December 31, 2003, dismiss the lawsuit with prejudice,
and release each other from any and all claims as of the date of the release agreement. Note 10. Acquisition On December 22, 2004, the Company announced that it had entered into a business
combination agreement with Kanisa Inc. under which Kanisa became a wholly-owned subsidiary of
ServiceWare through a merger with a newly created wholly-owned subsidiary of ServiceWare.
The merger was completed on February 8, 2005 pursuant to an Amended Merger Agreement. Bruce
Armstrong, CEO of Kanisa, became CEO of the Company. The corporate headquarters of the
Company following consummation of the merger is Cupertino, California. In
pursuing this merger, the Company determined that combining the
technology, research and development resources, customer
relationships and sales and marketing capabilities of the two
companies would create a stronger and more competitive company, with
the breadth and scale that our market demands. Pursuant to the Merger, the Kanisa stockholders received a total of 3,501,400 shares of
$.01 par value ServiceWare common stock, which represents 40% of post-merger common stock
outstanding. Warrants to purchase an additional 423,923 shares of common stock at an exercise
price of $7.20 per share were issued to the Kanisa stockholders. These warrants will expire
in January 2009. The fair value of each warrant was estimated using the Black-Scholes
option-pricing model with the following weighted average assumptions: Volatility
    
    
    
    142.67
    %Risk-free interest rate
    
    
    
    3.4
    %Dividend yield
    
    
    
    Expected life
    
    

4 years
 Based on this methodology, the warrants were valued at approximately $4.15 each,
resulting in a total value of approximately $1.8 million. The results of operations of Kanisa have been included in ServiceWares consolidated
results from the date of acquisition, February 8, 2005. The following table summarizes the allocation of the total purchase price (consisting of
$17,297,000 for the common stock issued to Kanisa stockholders, $1,759,000 for the warrants
issued to the Kanisa stockholders and acquisition costs of $561,000) to the fair values of
the assets acquired and liabilities assumed as of the date of the acquisition (in thousands): 12




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##### Table of Contents



Cash and cash equivalents
    
    $
    3,779Accounts receivable
    
    
    2,032Prepaid expenses and other current assets
    
    
    364Equipment
    
    
    87Intangible assets:Core and developed technologies
    
    
    3,981Acquired in-process research and development
    
    
    421Customers contracts/customer relations
    
    
    1,401Goodwill
    
    
    12,161Accounts payable
    
    
    (1,144
    )Accrued compensation and benefits
    
    
    (614
    )Other current liabilities
    
    
    (913
    )Deferred revenues
    
    
    (1,876
    )Capital lease obligations
    
    
    (62
    )Net assets acquired
    
    $
    19,617
 The Company expensed the acquired in-process research and development in first quarter 2005.
The core and developed technologies of $4.0 million were assigned a useful life of 7 years and the
customer contracts/customer relations of $1.4 million were assigned a useful life of 5 years.
The intangible assets are being amortized using the straight-line method over their estimated
useful lives. An investment firm, of which a Director of the Company is an affiliate, received $350,000 in
consulting fees for assistance with the acquisition. These fees are included in the acquisition
costs. Pro forma results The following pro forma results of operations reflect the combined results of ServiceWare and
Kanisa as if the combination occurred at the beginning of ServiceWares fiscal year, January 1,
2005 or January 1, 2004, as applicable. The information used for this pro forma disclosure was
obtained from internal financial reports prepared by Kanisa for the periods January 1, 2005
through February 7, 2005 and January 1, 2004 through March 31, 2004. Three months ended March 31,2005
    
    
    2004(amounts in thousands, except per share amounts)Revenue
    
    $
    4,105
    
    
    $
    3,999Net loss
    
    $
    (4,432
    )
    
    $
    (6,565
    )Net loss per share
    
    $
    (0.51
    )
    
    $
    (0.78
    )Shares used in loss per share calculation
    
    
    8,642
    
    
    
    8,407
 The pro forma results are not necessarily indicative of what would have occurred if the
acquisition had actually been completed as of the assumed dates and periods presented. The actual
results for the quarter ended March 31, 2005 include the results for Kanisa from February 8, 2005
through March 31, 2005. Note 11. Restructuring Charges During the first quarter 2005, in connection with the integration of its acquisition of
Kanisa, the Company approved a plan to streamline its operations. The workforce
reduction of 21 employees consisted of one executive, three from general and
administrative, nine from research and development, three from professional services and
five from sales. During the quarter ended March 31, 2005, the Company recorded restructuring
charges of approximately $1.4 million, including stock based compensation of $242,000 for an
executive discussed in Note 8. As of March 31, 2005, $754,000 in severance costs remain to be
paid over the next year. 13




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##### Table of Contents



Item 2. Managements Discussion and Analysis of Financial Condition and Results of
Operations The following discussion and analysis of our financial condition and results of operations
should be read in conjunction with our consolidated financial statements and related notes
contained in this Quarterly Report on Form 10-Q (Form 10-Q). Certain statements contained in this Form 10-Q that are not historical facts, including those
statements that refer to our plans, prospects, expectations, strategies, intentions, hopes and
beliefs, constitute forward-looking statements within the meaning of the Private Securities
Litigation Reform Act of 1995. These statements involve known and unknown risks, uncertainties
and other factors that may cause our actual results, levels of activity, performance or
achievements to be materially different from any expressed or implied by these forward-looking
statements. We assume no obligation to update these forward-looking statements as circumstances
change in the future. In some cases, you can identify forward-looking statements by terminology
such as may, will, should, expects, intends, plans, anticipates, believes,
estimates, predicts, potential, continue, or the negative of these terms or other
comparable terminology. For a description of some of the risk factors that could cause our results
to differ materially from our forward looking statements, please refer to the risk factors set
forth in the section entitled Additional Factors that May Affect Future Results beginning on
page 19 of this Form 10-Q, as well as to our other filings with the Securities and Exchange
Commission and to other factors discussed elsewhere in this Form 10-Q. Overview We are a provider of customer relationship management (CRM) software applications,
specifically applications that enable customer service organizations to more effectively resolve
service requests and answer questions. Built on knowledge management and search technologies, our
service resolution management (SRM) applications optimize the resolution process across multiple
service channels, including contact centers, self-service websites, help desk, email and chat. Our
SRM applications complement, integrate with, and enhance traditional CRM, contact center, and help
desk applications by providing patented knowledge management solutions that improve service
delivery. Our customers include some of the largest companies in the world and our products enable
them to reduce operating and service delivery costs, improve customer satisfaction, and thereby
increase revenues. We are principally engaged in the design, development, marketing and support of software
applications and services. Substantially all of our revenues are derived from a perpetual license
of our software products, the related professional services and the related customer support,
otherwise known as maintenance. We license our software in arrangements in which the customer
purchases a combination of software, maintenance and/or professional services, such as our training
and implementation services. Maintenance, which includes technical support and product updates, is
typically sold with the related software license and is renewable at the option of the customer on
an annual basis after the first year. Our professional services and technical support organizations
provide a broad range of implementation services, training, and technical support to our customers
and implementation partners. Our service organization has significant product and implementation
expertise and is committed to supporting customers and partners throughout every phase of their
adoption and use of our solutions. The Knova Application Suite is a suite of knowledge powered service resolution
management applications designed to enable companies to better service and retain their
customers and employees. Specifically, we believe our Knova Application Suite enables
companies we service to improve employee productivity, improve customer service, and increase
customer satisfaction and revenue. The Knova Application Suite consists of the following business applications:  
    Knova Contact Centeris an assisted-service application for customer service
and help desk agents that enables them to resolve customer issues and questions
more effectively. Knova Contact Center integrates a sophisticated knowledge
management system with additional features such as search, collaboration,
interview scripting, email response, and knowledge authoring. Knova Contact
Center features business process support integrated with customer relationship
management systems that can tailor the resolution experience based on the
customers or employees issue or question.
    Knova Self-Serviceis a self-service application that enables customers and
employees to resolve their own issues and questions on an enterprise website.
Knova Self-Service features business process support that can provide a
personalized and guided resolution experience based on the issue or question the
customer or employee has.
    Knova Forumsis an application for online customer communities and forums that
enable customers to discuss and collaborate on topics of interest, including an
enterprises products and services. Knova Forums enable customers and employees
to assist each other, reducing service delivery costs and 14




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##### Table of Contents



providing valuable insight to the enterprise.  
    Knova Service Deskis a packaged knowledge management solution for service
desks to resolve questions, author knowledge, and manage repositories of
intellectual capital. Knova Service Desk is integrated with traditional service
and help desk applications from companies such as Remedy and Hewlett Packard
(HP). It is based on a patented self-learning search technology that is
designed to improve with usage. Knova Service Desk features application modules
for different user types and functions. Factors Affecting Future Operations Our operating losses, as well as our negative operating cash flow, have been significant to
date. We expect to have positive operating margins over time by increasing our customer base
without significantly increasing related capital expenditures and other operating costs. We do not
know if we will be able to achieve these objectives. Critical Accounting Policies and Estimates Our discussion and analysis of our financial condition and results of operations is based
upon our consolidated financial statements, which have been prepared in accordance with accounting
principles generally accepted in the United States of America. The preparation of these financial
statements requires us to make estimates and judgments that affect the reported amounts of assets,
liabilities, revenues and expenses, and related disclosure of contingent assets and liabilities.
On an on-going basis, we evaluate our estimates. We base our estimates on historical experience
and on various other assumptions that are believed to be reasonable under the circumstances, the
results of which form the basis for making judgments about the carrying values of assets and
liabilities that are not readily apparent from other sources. Actual results may differ from
these estimates under different assumptions or conditions. We believe the following critical
accounting policies affect our more significant judgments and estimates used in the preparation of
our consolidated financial statements: (i) revenue recognition on license fees, (ii) estimates of
doubtful accounts receivable, and (iii) the valuation of intangible assets and goodwill. For
additional discussion of our critical accounting estimates, see our Managements Discussion and
Analysis of Financial Condition and Results of Operations in our annual report on Form 10-K for
the year ended December 31, 2004. Description of Statement of Operations Revenues We market and sell our products primarily in North America through our direct sales force.
Internationally, we market our products through value-added resellers, software vendors and system
integrators as well as our direct sales force. International revenues were 2% of total revenues in
the first three months of 2005 and 6% in the first three months of 2004. We derive our revenues
from licenses for software products and from providing related services, including installation,
training, consulting, customer support and maintenance contracts. License revenues primarily
represent fees for perpetual licenses. Service revenues contain variable fees for installation,
training and consulting, reimbursements for travel expenses that are billed to customers, as well
as fixed fees for customer support and maintenance contracts. Cost of Revenues Cost of license revenues consists primarily of the expenses related to royalties, the cost of
the media on which our product is delivered, product fulfillment costs and amortization of
purchased technology. Cost of service revenues consists of the salaries, benefits, direct expenses
and allocated overhead costs of customer support and services personnel, reimbursable expenses for
travel that are billed to customers, fees for sub-contractors, and the costs associated with
maintaining our customer support site. Operating Costs We classify our core operating costs into four general categories: sales and marketing,
research and development, general and administrative, and intangible assets amortization based
upon the nature of the costs. Special one time charges, including restructuring costs, are
presented separately as restructuring and other special charges to enable the reader to determine
core operating costs. We allocate the total costs for overhead and facilities, based upon
headcount, to each of the functional areas that benefit from these services. Allocated charges
include general overhead items such as building rent, equipment leasing costs, telecommunications
charges and depreciation expense. Sales and marketing expenses consist primarily of employee
compensation for direct sales and marketing personnel, travel, public relations, sales and other
promotional materials, trade shows, advertising and other sales and marketing programs. Research
and development 15




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##### Table of Contents



expenses consist primarily of expenses related to the development and upgrade of our
proprietary software and other technologies. These expenses include employee compensation for
software developers and quality assurance personnel and third-party contract development costs.
General and administrative expenses consist primarily of compensation for personnel and fees for
outside professional advisors. Intangible assets amortization expense consists primarily of the
amortization of intangible assets acquired through our acquisition of Kanisa. These assets (other
than goodwill) are amortized on a straight line basis over their respective estimated useful
lives. Restructuring and other special charges consist of costs incurred in connection with
streamlining our work force as a result of the combination with Kanisa. Results of Operations The following table sets forth the consolidated statement of operations data as a percentage of
total revenues for each of the periods indicated: Three months ended March 31,2005
    
    
    2004RevenuesLicenses
    
    
    37.2
    %
    
    
    12.5
    %Services
    
    
    62.8
    
    
    
    87.5Total revenues
    
    
    100.0
    
    
    
    100.0Cost of revenuesCost of licenses
    
    
    5.7
    
    
    
    3.5Cost of services
    
    
    44.0
    
    
    
    42.0Total cost of revenues
    
    
    49.7
    
    
    
    45.5Gross margin
    
    
    50.3
    
    
    
    54.5Operating expensesSales and marketing
    
    
    44.9
    
    
    
    54.5Research and development
    
    
    41.2
    
    
    
    32.4General and administrative
    
    
    26.5
    
    
    
    46.4Restructuring charges
    
    
    36.6
    
    
    
    0.0Total operating expenses
    
    
    149.2
    
    
    
    133.3Loss from operations
    
    
    (98.9
    )
    
    
    (78.8
    )Other income (expense), net
    
    
    4.0
    
    
    
    (68.7
    )Net loss
    
    
    (94.8
    )%
    
    
    (147.5
    )%
 Three Months Ended March 31, 2005 and 2004 The comparison of our performance during the first three months of 2005 to the first
three months of 2004 is skewed since Kanisa financial performance is included in the 2005
results from and after February 8, 2005, but is not reflected in the 2004 operating results. Revenues Total revenues increased 101.1% to $3.7 million in first quarter 2005 from $1.8 million in
first quarter 2004. License revenues increased 497.2% to $1.4 million in first quarter 2005 from
$0.2 million in first quarter 2004; the increase resulted primarily from an increase in the number
of customers sold due to the merger with Kanisa. The average license revenue recognized from
sales to new customers was $223,000 up 99.1% from $112,000 in first quarter 2004, and the average
license revenue from existing customers was $99,000 in first quarter 2005 up 160.5% from $38,000
in first quarter 2004. There were three license sales to new customers in first quarter 2005
compared to one in the first quarter 2004, and the number of sales of additional licenses to
existing customers increased to seven in first quarter 2005 from three in first quarter 2004. Service revenues increased 44.6% to $2.3 million in first quarter 2005 from $1.6 million in
first quarter 2004. The increase was primarily due to an increased combined install base
after the merger with Kanisa. Cost of Revenues Cost of revenues increased 119.8% to $1.8 million in first quarter 2005 from $0.8 million in
first quarter 2004. The increase is primarily due to the costs associated with our merger with
Kanisa, including the amortization of the core technology purchased and a 100% increase in
employee headcount (allocable to cost of revenues) to 36 at the end of first quarter 2005 compared
to 18 at the end of first quarter 2004. 16




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##### Table of Contents



Cost of license revenues increased to $209,000 in first quarter 2005 from $64,000 in first
quarter 2004. Cost of license revenues as a percentage of revenues increased to 5.7% from 3.5%.
The increase in the cost of license revenues was primarily attributable to the amortization of
core technology acquired from Kanisa. Cost of service revenues increased 110.8% to $1.6 million in first quarter 2005 from $0.8
million in first quarter 2004. The increase was primarily due to a 100% increase in employee
headcount (allocable to cost of revenues) after the merger. Operating Expenses Sales and Marketing. Sales and marketing expenses increased 66.1% to $1.7 million, or 44.9% of
revenues, in first quarter 2005 from $1.0 million, or 54.5% of revenues, in first quarter 2004.
The increase is primarily attributable to costs associated with our merger with Kanisa, which
includes a 52.4% increase in employee headcount (allocable to sales and marketing) to 32 at the
end of first quarter 2005 compared to 21 at the end of first quarter 2004. In addition, we
increased our investment in marketing and advertising during the first quarter of 2005 in order to
seek to strengthen our sales pipeline for future periods. Research and
Development. Research and development expenses increased 156.4% to $1.5 million in
first quarter 2005 from $0.6 million in first quarter 2004. The increase was primarily due to the
costs associated with our merger with Kanisa, which includes recognizing the expense for acquired
in-process research and development of approximately $421,000. In addition, the increase was a
result of a 240% increase in employee headcount (allocable to research and development) to 17 at
the end of first quarter 2005 compared to 5 at the end of first quarter 2004. Research and
development expenses as a percentage of revenues increased to 41.2% from 32.4% as a consequence of
merger with Kanisa. General and Administrative. General and administrative expenses increased 14.9% to $1.0 million,
or 26.5% of revenues in first quarter 2005 from $0.9 million, or 46.4% of revenues in first
quarter 2004. The increase resulted from costs associated with our merger with Kanisa, including
increases in facility costs to maintain two locations, costs of contractors associated with
integration of the two companies, and recruiting fees associated with the hiring of a new chief
financial officer, expected to be hired in second quarter 2005. Savings of approximately $60,000
from integrating liability insurance policies offsets these additional costs. In addition, stock
based compensation costs decreased in first quarter 2005, as we had issued a warrant valued at
$105,000 in connection with a lease settlement with our former Oakmont, Pennsylvania landlord in
first quarter 2004. Intangible Assets Amortization. Intangible assets amortization of $28,000 recorded in first
quarter 2005 was a result of intangible assets acquired through our acquisition of Kanisa. There
was no intangible assets amortization in first quarter 2004 as the intangible assets were fully
amortized prior to 2004. Restructuring. There was approximately $1.4 million in restructuring expense relating to
severances paid to 21 employees in conjunction with layoffs that occurred as a result of the
Kanisa acquisition. For further discussion refer to Note 11 to our consolidated financial
statements. Other income (expense), net Other income (expense), net consists primarily of interest income on short-term investments,
offset by interest expense and other fees related to our then outstanding convertible notes. First
quarter 2005 results reflect net income of approximately $150,000 or 4.0% of revenues compared to
a net expense of $1.3 million or 68.7% of revenues in first quarter 2004. The interest expense in
first quarter 2004 primarily represents amortization of the beneficial conversion feature
recognized in conjunction with the issuance and amendment of the convertible notes, in addition to
the 10% interest and amortization of the debt discount and debt issue costs on the convertible
notes. The beneficial conversion feature was fully amortized in first quarter 2004 as a result of
terms of the equity funding obtained in first quarter 2004. With no current debt, we do not
expect any significant amount of interest expense in the near future. Liquidity and Capital Resources Historically, we have satisfied our cash requirements primarily through private placements of
convertible preferred stock and common stock, our initial public offering, and incurrence of debt. As of March 31, 2005, we had $11.0 million in cash, cash equivalents and marketable securities
compared to $10.9 million as of December 31, 2004. Our ability to continue as a business in our present form is largely dependent on our ability
to generate additional revenues, reduce overall operating expenses, and achieve profitability and
positive cash flows. We believe that we have the ability to do so and plan to fund 2005 operations
through operating revenue and our cash balances. 17




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If we require additional financing, there can be no assurance that additional capital will
be available to us on reasonable terms, if at all, when needed or desired. If we raise additional
funds through the issuance of equity, equity-related or debt securities, such securities may have
rights, preferences or privileges senior to those of the rights of our common stock. Our
stockholders may suffer significant additional dilution in any such equity issuance. Further,
the issuance of debt securities could increase the risk or perceived risk of our company. We
incurred a net loss of $3.5 million in first three months of 2005, as compared to a net
loss of $2.7 million in the first three months of 2004. Over the past three years, we have taken
substantial measures to reduce our costs and we believe that we have improved our chances of
achieving profitability in 2005 if we are able to increase our revenues and realize the synergies
from the Kanisa merger. The net cash used for operating
activities was $2,842,000 and $547,000 for the first quarters
2005 and 2004, respectively. Net cash used for operating activities in the first three months of
2005 and 2004 was principally the result of our net loss reduced by non-cash items, including $1.1
million of amortization of a beneficial conversion feature related to convertible notes in first
quarter 2004. Net cash provided by investing activities of $4,500,000 in the first three months of 2005 is
primarily due to the cash received from the acquisition of Kanisa and proceeds from the sale of
marketable securities. Net cash used in investing activities of $7,888,000 in the first three
months of 2004 was principally due to the purchases of marketable securities. Net
cash used in financing activities during the first three months of
2005 was not significant. Net cash
provided from financing activities of $7,187,000 for the first three months of 2004 was
principally due to the proceeds of an equity offering. Contractual Obligations As of March 31, 2005, we are obligated to make cash payments in connection with our capital
leases, operating leases and decreased restructuring charges. The effect of these obligations and commitments on our liquidity and
cash flows in future periods is listed below. All of these arrangements require cash payments over
varying periods of time. Some of these arrangements are cancelable on short notice and others
require termination or severance payments as part of any early termination. Included in the table
below are our contractual obligations as of March 31, 2005: Payments due by period (in thousands)Total
    
    
    Less than 1 year
    
    
    1-3 years
    
    
    4-5 yearsCapital lease obligations
    
    $
    148
    
    
    $
    48
    
    
    $
    81
    
    
    $
    19Operating lease obligations
    
    
    1,568
    
    
    
    395
    
    
    
    830
    
    
    
    343Restructuring
Charges
    
    
    754
    
    
    
    754
    
    
    
    
    
    
    
    Total contractual obligations
    
    $
    2,470
    
    
    $
    1,197
    
    
    $
    911
    
    
    $
    362
 Related Party Transactions A portion of our marketable securities is held in an account with an investment firm that is
related to one of our directors and his affiliated entities, who collectively own more than 25% of
our stock. Also, as investments are purchased and sold, this investment firm may hold a cash
balance. At March 31, 2005, the cash balance with this investment firm was approximately
$275,000. Cash is defined as cash and cash equivalents maturing within 30 days. Recent Accounting Pronouncements In December 2004, the FASB issued SFAS No. 123(R) Share-Based Payment (SFAS 123(R)), a
revision to SFAS 123. SFAS 123R addresses all forms of share-based payment (SBP) awards,
including shares issued under the Employee Stock Purchase Plan, stock options, restricted stock,
restricted stock units and stock appreciation rights. SFAS 123R will require us to record
compensation expense for SBP awards based on the fair value of the SBP awards. Under SFAS 123R,
restricted stock and restricted stock units will generally be valued by reference to the market
value of freely tradable shares of our common stock. Stock options, stock appreciation rights and
shares issued under the Employee Stock Purchase Plan will generally be valued at fair value
determined through an option valuation model, such as a lattice model or the Black-Scholes model
(the model that we currently use for our footnote disclosure). In April 2005, the SEC approved a
rule that delayed the effective date of SFAS 123R. SFAS 123R will now be effective for public
companies for annual periods that begin after June 15, 2005. We are currently evaluating the
impact of the adoption of SFAS 123R. In March 2005, the SEC issued Staff Accounting Bulletin (SAB) No. 107, Share-Based Payment
(SAB 107), 18




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which provides interpretive guidance related to the interaction between SFAS 123R and certain
SEC rules and regulations, as well as provides the SEC staffs views regarding the valuation of
share-based payment arrangements. We are currently assessing the impact of SAB 107 on our
implementation and adoption of SFAS 123R. Additional Factors That May Affect Future Results Set forth below and elsewhere in this Form 10-Q and in other documents we file with the
Securities and Exchange Commission are risks and uncertainties that could cause actual results to
differ materially from the results contemplated by any forward-looking statements contained in
this Form 10-Q or the results indicated or projected by our historical results. We may not be able to reverse our history of losses. As
of March 31, 2005, we had an accumulated deficit of $81.7 million. Although, we achieved
profitability on a quarterly basis for the first time in second quarter 2004 and were also
profitable in third and fourth quarters 2004, we incurred a net loss of $1.7 million for the year
ended December 31, 2004, and a loss of $3.5 million in first quarter 2005. Transition expenses
to be incurred in connection with the combination of our operations with Kanisa will likely
contribute to net losses in 2005. Thereafter, we will need to increase our revenues and control
expenses to avoid continued losses. In addition, our history of losses may cause some of our
potential customers to question our viability, which might hamper our ability to make sales. We may need additional capital to fund continued business operations and we cannot be sure that
additional financing will be available when and if needed. Although we presently have adequate cash resources for our near term needs, our ability to
continue as a business in our present form will ultimately depend on our ability to generate
sufficient revenues or to obtain additional debt or equity financing. From time to time, we
consider and discuss various financing alternatives and expect to continue such efforts to raise
additional funds to support our operational plan as needed. However, we cannot be certain that
additional financing will be available to us on favorable terms when required, or at all. If we are not able to obtain capital when needed, we may need to dramatically change our business
strategy and direction, including pursuing options to sell or merge our business. In the past, we have funded our operating losses and capital expenditures through proceeds
from equity offerings and debt. Changes in equity markets within the past several years have
adversely affected our ability to raise equity financing and have adversely affected the markets
for debt financing for companies with a history of losses such as ours. If we raise additional
funds through the issuance of equity, equity-linked or debt securities, those securities may have
rights, preferences or privileges senior to those of the rights of our common stock and, in light
of our current market capitalization, our stockholders may experience substantial dilution.
Further, the issuance of debt securities could increase the risk or perceived risk of our company.
If we are not able to obtain necessary capital, we may need to dramatically change our business
strategy and direction, including pursuing options to sell or merge our business. Our cash flow may not be sufficient to permit repayment of any future debt when due. Although we do not have any outstanding debt other than trade debt incurred in the ordinary
course of business, we may need to, in the future, raise additional money through bank financing
or debt instruments. Our ability to retire or to refinance any future indebtedness will depend on
our ability to generate cash flow in the future. Our cash flow from operations may be insufficient
to repay this indebtedness at scheduled maturity. If we are unable to repay or refinance our debt
when due, we could be forced to dispose of assets under circumstances that might not be favorable
to realizing the highest price for the assets or to default on our obligations with respect to
this indebtedness. Failure of our recent combination with Kanisa to achieve its potential benefits could harm our
business and operating results. We recently acquired our subsidiary Kanisa Inc. We will not achieve the anticipated benefits
of this acquisition unless we are successful in combining our operations and integrating our
products. Integration will be a complex, time consuming and expensive process and will result in
disruption of our operations and revenues if not completed in a timely and efficient manner. We
are in the process of combining various aspects of our organizations through the common use of:  
    marketing, sales and service and support organizations; 19




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
    information and communications systems;
    operating procedures;
    accounting systems and financial controls; and
    human resource policies, procedures and practices, including benefit programs. There may be substantial difficulties, costs and delays involved in integrating Kanisa into
our business. These could include:  
    problems with compatibility of business cultures;
    customer perception of an adverse change in service standards, business focus or product and service offerings;
    costs and inefficiencies in delivering products and services to our customers;
    problems in successfully coordinating our research and development efforts;
    difficulty in integrating sales, support and product marketing;
    costs and delays in implementing common systems and procedures, including financial accounting systems; and
    the inability to retain and integrate key management, research and development,
technical sales and customer support personnel. As we integrate the ServiceWare and Kanisa products into a single product platform, we will
need to ultimately transition our customers onto the new platform. This transition could cause
interruptions or inconvenience for our customers and potentially result in a loss of renewals and
continuing revenues for us. Further, we may not realize the anticipated benefits and synergies of the combination. Any one
or all of the factors identified above could cause increased operating costs, lower than
anticipated financial performance, or the loss of customers, employees or business partners. The
failure to integrate Kanisa successfully would have a material adverse effect on our business,
financial condition and results of operations. The change in management effected by the merger might not be successful. Pursuant to the Merger Agreement entered into with Kanisa, Bruce Armstrong, the chief
executive officer of Kanisa, has become our chief executive officer and Mark Angel, chief
technology officer of Kanisa, has become our chief technology officer after the merger. In
addition, our headquarters were relocated to Kanisas offices in Cupertino, California, following
the merger. We cannot assure you that our new senior officers will be effective in managing our
company or will successfully work with our current organization, customers and business partners. Failure to retain key employees could diminish the anticipated benefits of the merger. The success of the merger will depend in part on the retention of personnel critical to the
business and operations of the combined company due to, for example, their technical skills or
management expertise. Some of our employees may not want to continue to work for the combined
company. In addition, competitors may seek to recruit employees during the integration. If we are
unable to retain personnel that are critical to our successful integration and future operation, we
could face disruptions in our operations, loss of existing customers, loss of key information,
expertise or know-how, and unanticipated additional recruitment and training costs. In addition,
the loss of key personnel could diminish the anticipated benefits of the merger. The market price of our common stock may decline as a result of the merger. The market price of our common stock may decline as a result of the merger if:  
    our integration with Kanisa is not as successful as anticipated
    we do not achieve or are perceived not to have achieved the expected benefits of
the merger as rapidly or to the extent anticipated by financial or industry analysts or
investors 20




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
    the effect of the merger on our financial results is not consistent with the
expectations of financial or industry analysts or investors. The market price of our common stock could also decline as a result of unforeseen factors related
to the merger or other factors described in this section. The substantial costs of our combination with Kanisa could harm our financial results. In connection with our combination with Kanisa, we incurred substantial costs. These include
fees to investment bankers, legal counsel, independent accountants and consultants, as well as
costs associated with workforce reductions. If the benefits of the combination do not exceed the
associated costs, including any dilution to our stockholders resulting from the issuance of shares
of our common stock in the transaction, our financial results, including earnings per share, could
suffer, and the market price of our common stock could decline. We may not succeed in attracting and retaining the personnel we need for our business. Our business requires the employment of highly skilled personnel, especially experienced
software developers. The inability to recruit and retain experienced software developers in the
future could result in delays in developing new versions of our software products or could result
in the release of deficient software products. Any such delays or defective products would likely
result in lower sales. We may also experience difficulty in hiring and retaining sales personnel,
product managers and professional services employees. A third party performs a significant percentage of our product development internationally, the
loss of which could substantially impair our product development efforts. A significant percentage of our product development work, and some of our implementation
services, is performed by a third-party development organization located in Minsk, Belarus.
Unpredictable developments in the political, economic and social conditions in Belarus, or our
failure to maintain or renew our business relationship with this organization on terms similar to
those which exist currently, could reduce or eliminate product development and implementation
services. If access to these services were to be unexpectedly eliminated or significantly
reduced, our ability to meet development objectives vital to our ongoing strategy would be
hindered or we may be required to incur significant costs to find suitable replacements, and our
business could be seriously harmed. It is difficult to draw conclusions about our future performance based on our past performance due
to significant fluctuations in our quarterly operating results and the merger with Kanisa. We seek to manage our expense levels based on our expectations regarding future revenues and
our expenses are relatively fixed in the short term. Therefore, if revenue levels are below
expectations in a particular quarter, operating results and net income are likely to be
disproportionately adversely affected because our expenses are relatively fixed. In addition, a
significant percentage of our revenues is typically derived from large orders from a limited
number of customers, so it is difficult to estimate accurately the timing of future revenues. Our
revenues are unpredictable and fluctuate up and down from quarter to quarter. Our historical results may not be indicative of future performance as a result of the
significant changes to our business that have resulted and will result from the merger with
Kanisa. Our quarterly results are also impacted by our revenue recognition policies. Because we
generally recognize license revenues upon installation and training, sales orders from new
customers in a quarter might not be recognized during that quarter. Delays in the implementation
and installation of our software near the end of a quarter could also cause recognized quarterly
revenues and, to a greater degree, results of operations to fall substantially short of
anticipated levels. We often recognize revenues for existing customers in a shorter time frame
because installation and training can generally be completed in significantly less time than for
new customers. However, we may not be able to recognize expected revenues at the end of a quarter
due to delays in the receipt of expected orders from existing customers. Quarterly results may also be skewed in the near future as a result of the assimilation of
the ServiceWare and Kanisa businesses. Revenues in any given quarter are not indicative of revenues in any future period because of
these and other factors and, accordingly, we believe that certain period-to-period comparisons of
our results of operations are not necessarily meaningful and should not be relied upon as
indicators of future performance. 21




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The markets for knowledge management and service resolution management are evolving and, if they
do not grow rapidly, our business will be adversely affected. The markets for knowledge management and service resolution management solutions are emerging
industries, and it is difficult to predict how large or how quickly they will grow, if at all.
Customer service historically has been provided primarily in person or over the telephone with
limited reference materials available for the customer service representative. Our business model
assumes that companies which provide customer service over the telephone will find value in
aggregating institutional knowledge by using our software and will be willing to access our
content over the Internet. Our business model also assumes that companies will find value in
providing some of their customer service over the Internet rather than by telephone. Our success
will depend on the broad commercial acceptance of, and demand for, these knowledge management and
service resolution management solutions. We currently have one core product family. If the demand for this line of products declines, our
business will be adversely affected. Our knowledge powered service resolution management application, Knova Application Suite,
includes our Knova Contact Center, Knova Self-Service, Knova Forums, and Knova Service Desk
software products. Our past and expected future revenues consist primarily of license fees for
these software solutions and fees for related services. Factors adversely affecting the demand for
these products and our products in general, such as competition, pricing or technological change,
could materially adversely affect our business, financial condition, operating results, and the
value of our stock price. Our future financial performance will substantially depend on our
ability to sell current versions of our entire suite of products and our ability to develop and
sell enhanced versions of our products. Due to the lengthy sales cycles of our products and services, the timing of our sales is difficult
to predict and may cause us to miss our revenue expectations. Our products and services are typically intended for use in applications that may be critical
to a customers business. In certain instances, the purchase of our products and services involves
a significant commitment of resources by prospective customers. As a result, our sales process is
often subject to delays associated with lengthy approval processes that accompany the commitment
of significant resources. For these and other reasons, the sales cycle associated with the
licensing of our products and subscription for our services typically ranges between six and
eighteen months and is subject to a number of significant delays over which we have little or no
control. While our customers are evaluating whether our products and services suit their needs, we
may incur substantial sales and marketing expenses and expend significant management effort. We
may not realize forecasted revenues from a specific customer in the quarter in which we expend
these significant resources, or at all, because of the lengthy sales cycle for our products and
services. We may not be able to expand our business internationally, and, if we do, we face risks relating
to international operations. Our business strategy includes efforts to attract more international customers. By doing
business in international markets we face risks, such as unexpected changes in tariffs and other
trade barriers, fluctuations in currency exchange rates, political instability, reduced protection
for intellectual property rights in some countries, seasonal reductions in business activity
during the summer months in Europe and certain other parts of the world, and potentially adverse
tax consequences, any of which could adversely impact our international operations. If we are not able to keep pace with rapid technological change, sales of our products may
decrease. The software industry is characterized by rapid technological change, including changes in
customer requirements, frequent new product and service introductions and enhancements and
evolving industry standards. If we fail to keep pace with the technological progress of our
competitors, sales of our products may decrease. We depend on technology licensed to us by third parties, and the loss of this technology could
delay implementation of our products, injure our reputation or force us to pay higher royalties. We rely, in part, on technology that we license from a small number of software providers for
use with our products. After the expiration of these licenses, this technology may not continue to
be available on commercially reasonable terms, if at all, and may be difficult to replace. The
loss of any of these technology licenses could result in delays in introducing or maintaining our
products until equivalent technology, if available, is identified, licensed and integrated. In
addition, any defects in the technology we may license in the future could prevent the
implementation or impair the functionality of our products, delay new product introductions or
injure our reputation. If we are required to enter into license agreements with 22




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third parties for replacement technology, we could be subject to higher royalty payments. Problems arising from the use of our products with other vendors products could cause us to incur
significant costs, divert attention from our product development efforts and cause customer
relations problems. Our customers generally use our products together with products from other companies. As a
result, when problems occur in a customers systems, it may be difficult to identify the source of
the problem. Even when our products do not cause these problems, they may cause us to incur
significant warranty and repair costs, divert the attention of our technical personnel from our
product development efforts and cause significant customer relations problems. If third parties cease to provide open program interfaces for their customer relationship
management software, it will be difficult to integrate our software with theirs. This may
decrease the attractiveness of our products. Our ability to compete successfully also depends on the continued compatibility and
interoperability of our products with products and systems sold by various third parties,
specifically including CRM software sold by Siebel Systems, Amdocs, Peoplesoft/Oracle, SAP,
Remedy, Hewlett Packard, and Peregrine. Currently, these vendors have open applications program
interfaces, which facilitate our ability to integrate with their systems. If any one of them
should close their programs interface or if they should acquire one of our competitors, our
ability to provide a close integration of our products could become more difficult, or impossible,
and could delay or prevent our products integration with future systems. Inadequate integration
with other vendors products could make our products less desirable and could lead to lower sales. We face intense competition from both established and recently formed entities, and this
competition may adversely affect our revenues and profitability because we compete in the emerging
markets for knowledge management and service resolution management solutions. We compete in the emerging markets for knowledge management and service resolution management
solutions and changes in these markets could adversely affect our revenues and profitability. We
face competition from many firms offering a variety of products and services. In the future,
because there are relatively low barriers to entry in the software industry, we expect to
experience additional competition from new entrants into the knowledge management and service
resolution management solutions market. It is also possible that alliances or mergers may occur
among our competitors and that these newly consolidated companies could rapidly acquire
significant market share. Greater competition may result in price erosion for our products and
services, which may significantly affect our future operating margins. If our software products contain errors or failures, sales of these products could decrease. Software products frequently contain errors or failures, especially when first introduced or
when new versions are released. In the past, we have released products that contained defects,
including software errors in certain new versions of existing products and in new products after
their introduction. In the event that the information contained in our products is inaccurate or
perceived to be incomplete or out-of-date, our customers could purchase our competitors products
or decide they do not need knowledge management or service resolution management solutions at all.
In either case, our sales would decrease. Our products are typically intended for use in
applications that may be critical to a customers business. As a result, we believe that our
customers and potential customers have a great sensitivity to product defects. We could incur substantial costs as a result of product liability claims because our products are
critical to the operations of our customers businesses. Our products may be critical to the operations of our customers businesses. Any defects or
alleged defects in our products entail the risk of product liability claims for substantial
damages, regardless of our responsibility for the failure. Although our license agreements with
our customers typically contain provisions designed to limit our exposure to potential product
liability claims, these provisions may not be effective under the laws of some jurisdictions. In
addition, product liability claims, even if unsuccessful, may be costly and divert managements
attention from our operations. Software defects and product liability claims may result in a loss
of future revenue, a delay in market acceptance, the diversion of development resources, damage to
our reputation or increased service and warranty costs. If our customers system security is breached and confidential information is stolen, our business
and reputation could suffer. Users of our products transmit their and their customers confidential information, such as
names, addresses, social security numbers and credit card information, over the Internet. In our
license agreements with our customers, we typically disclaim responsibility for the security of
confidential data and have contractual indemnities for any damages claimed against us. However, if
unauthorized third parties are successful in illegally obtaining confidential information from
users of our 23




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products, our reputation and business may be damaged, and if our contractual disclaimers and
indemnities are not enforceable, we may be subject to liability. We may acquire or make investments in companies or technologies that could hurt our business. In addition to our recent combination with Kanisa, we may pursue mergers or acquisitions in
the future to obtain complementary businesses, products, services or technologies. Entering into a
merger or acquisition entails many risks, any of which could adversely affect our business,
including:  
    failure to integrate the acquired assets and/or companies with our current business;
    the price we pay may exceed the value we eventually realize;
    potential loss of share value to our existing stockholders as a result of issuing equity
securities as part or all of the purchase price;
    potential loss of key employees from either our current business or the acquired business;
    entering into markets in which we have little or no prior experience;
    diversion of managements attention from other business concerns;
    assumption of unanticipated liabilities related to the acquired assets; and
    the business or technologies we acquire or in which we invest may have limited operating
histories and may be subject to many of the same risks we are. Any of these outcomes could prevent us from realizing the anticipated benefits of any additional
acquisitions. To pay for an acquisition, we might use stock or cash or, alternatively, borrow money
from a bank or other lender. If we use our stock, our stockholders would experience dilution of
their ownership interests. If we use cash or debt financing, our financial liquidity would be
reduced. We may be required to capitalize a significant amount of intangibles, including goodwill,
which may lead to significant amortization charges. In addition, we may incur significant, one-time
write offs and amortization charges. These amortization charges and write offs could decrease our
future earnings or increase our future losses. We may not be able to protect our intellectual property rights, which may cause us to incur
significant costs in litigation and erosion in the value of our brands and products. Our business is dependent on proprietary technology and the value of our brands. We rely
primarily on patent, copyright, trade secret and trademark laws to protect our technology and
brands. Our patents may not survive a legal challenge to their validity or provide meaningful
protection to us. Litigation to protect our patents could be expensive and the loss of our patents
would decrease the value of our products. Defending against claims of patent infringement would
also be expensive and, if successful, we could be forced to redesign our products, pay royalties,
or cease selling them. In addition, effective trademark protection may not be available for our
trademarks. The use by other parties of our trademarks would dilute the value of our brands. Notwithstanding the precautions we have taken, a third party may copy or otherwise obtain and
use our software or other proprietary information without authorization or may develop similar
software independently. Policing unauthorized use of our technology is difficult, particularly
because the global nature of the Internet makes it difficult to control the ultimate destination
or security of software or other transmitted data. Further, we have granted certain third parties
limited contractual rights to use proprietary information, which they may improperly use or
disclose. The laws of other countries may afford us little or no effective protection of our
intellectual property. The steps we have taken may not prevent misappropriation of our technology,
and the agreements entered into for that purpose may not be enforceable. The unauthorized use of
our proprietary technologies could also decrease the value of our products. We may initiate lawsuits to protect or enforce our patents. Lawsuits may be expensive and,
depending on the verdict, we may lose some, if not all, of our intellectual property rights, and
this may impair our ability to compete in the market. We believe that some companies, including direct and indirect competitors, may be infringing
our patents. In order to protect or enforce our patent rights, we may decide to initiate patent
litigation suits against third parties, such as infringement suits or interference proceedings.
Lawsuits that we may file are likely to be expensive, may take significant time and could divert
managements attention from other business concerns. Litigation also places our patents at risk of
being invalidated or 24




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interpreted narrowly. Lawsuits may also provoke these third parties to assert claims against
us. Patent law relating to the scope of claims in the technology fields in which we operate is
still evolving and, consequently, patent positions in our industry are generally uncertain. We may
not prevail in any suits we may bring, the damages or other remedies that may be awarded to us may
not be commercially valuable and we could be held liable for damages as a result of counterclaims. The success of our software products depends on its adoption by our customers employees. If
these employees do not accept the implementation of our products, our customers may fail to renew
their service contracts and we may have difficulty attracting new customers. The effectiveness of our products depends in part on widespread adoption and use of our
software by our customers customer service personnel and on the quality of the solutions they
generate. Resistance to our software by customer service personnel and an inadequate development
and maintenance of the systems knowledge resources, business rule, and other configurations may
make it more difficult to attract new customers and retain old ones. Some of our customers have found that customer service personnel productivity initially drops
while customer service personnel become accustomed to using our software. If an enterprise
deploying our software has not adequately planned for and communicated its expectations regarding
that initial productivity decline, customer service personnel may resist adoption of our software. We depend on increased business from our new customers and, if we fail to grow our customer base
or generate repeat business, our operating results could be adversely affected. Some of our customers initially make a limited purchase of our products and services for
pilot programs. If these customers do not successfully develop and deploy such initial
applications, they may choose not to purchase complete deployment or development licenses. Some of
our customers who have made initial purchases of our software have deferred or suspended
implementation of our products due to slower than expected rates of internal adoption by customer
service personnel. If more customers decide to defer or suspend implementation of our products in
the future, we will be unable to increase our revenue from these customers from additional
licenses or maintenance agreements, and our financial position will be seriously harmed. In addition, as we introduce new versions of our products or new products, our current
customers may not need our new products and may not ultimately license these products. Any
downturn in our software licenses revenues would negatively impact our future service revenues
because the total amount of maintenance and service fees we receive in any period depends in large
part on the size and number of licenses that we have previously sold. In addition, if customers
elect not to renew their maintenance agreements, our service revenues could be significantly
adversely affected. A decline in information technology spending could reduce the sale of our products. The license fees for our products often represent a significant expenditure of information
technology (IT) capital for our customers. Any slowdown in the national or global economy or
increased uncertainty resulting from acts of terrorism or war could cause existing and potential
customers to reduce or reassess their planned IT expenditures. Such reductions in or eliminations
of IT spending could cause us to be unable to maintain or increase our sales volumes, and
therefore, have a material adverse effect on our revenues, operating results, ability to generate
positive cash flow and stock price. Increasing government regulation of the Internet could harm our business. As knowledge management, service resolution management, and the Internet continue to evolve,
we expect that federal, state and foreign governments will adopt laws and regulations tailored to
the Internet addressing issues like user privacy, taxation of goods and services provided over the
Internet, pricing, content and quality of products and services. If enacted, these laws and
regulations could limit the market for knowledge management and service resolution management
services and, therefore, the market for our products and services. Additionally, Internet
security issues could deter customers from using the Internet for certain transactions or from
implementing customer support websites. The Telecommunications Act of 1996 prohibits certain types of information and content from
being transmitted over the Internet. The prohibitions scope and the liability associated with a
violation of the Telecommunications Acts information and content provisions are currently
unsettled. The imposition of potential liability upon us and other software and service providers
for information carried on or disseminated through our applications could require us to implement
measures to reduce our exposure to this liability. These measures could require us to expend
substantial resources or discontinue certain services. In addition, although substantial portions
of the Communications Decency Act, the act through which the Telecommunications Act of 1996
imposes criminal penalties, were held to be unconstitutional, similar legislation may be enacted
and upheld in the future. It is possible that new legislation and the Communications Decency Act
could expose 25




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companies involved in Internet services to liability, which could limit the growth of
Internet usage and, therefore, the demand for knowledge management and service resolution
management solutions. In addition, similar or more restrictive laws in other countries could have
a similar effect and hamper our plans to expand overseas. We may become involved in securities class action litigation, which could divert managements
attention and harm our business. In recent years, the common stocks of technology companies have experienced significant price
and volume fluctuations. These broad market fluctuations may cause the market price of our common
stock to decline. In the past, following periods of volatility in the market price of a particular
companys securities, securities class action litigation has often been brought against that
company. We may become involved in that type of litigation in the future. Litigation is often
expensive and diverts managements attention and resources, which could harm our business and
operating results. Our stock price may be adversely affected since our stock is not listed on an exchange or The
Nasdaq Stock Market. As our stock is traded on the OTC Bulletin Board, investors may find it more difficult to
dispose of or obtain accurate quotations as to the market value of our securities. In addition, we
are subject to a rule promulgated by the Securities and Exchange Commission that, if we fail to
meet criteria set forth in such rule, various practice requirements are imposed on broker-dealers
who sell securities governed by the rule to persons other than established customers and
accredited investors. For these types of transactions, the broker-dealer must make a special
suitability determination for the purchaser and have received the purchasers written consent to
the transactions prior to purchase. Consequently, the rule may deter broker-dealers from
recommending or purchasing our common stock, which may further affect the liquidity of our common
stock. Our failure to be listed on an exchange or Nasdaq makes trading our shares more difficult for
investors. It may also make it more difficult for us to raise additional capital. Further, we may
also incur additional costs under state blue sky laws in connection with any sales of our
securities. Shares available for future sale could adversely affect our stock price. Future sales of a substantial number of shares of our common stock in the public market, or
the perception that such sales may occur, could adversely affect trading prices of our common
stock from time to time. As of the time of this filing, 8,754,785 shares of our common stock are
outstanding. Virtually all of the shares outstanding prior to the Kanisa merger (approximately
5,252,245 shares) are freely tradable without restriction or further registration under the
Securities Act, except for any shares which are owned by an affiliate of ours as that term is
defined in Rule 144 under the Securities Act and that are not registered for resale under our
currently effective prospectus. The shares of our common stock issued in the merger with Kanisa
and the shares of our common stock owned by our affiliates and not registered for resale under our
currently effective prospectus are restricted securities, as that term is defined in Rule 144, and
may in the future be sold under the Securities Act to the extent permitted by Rule 144 or any
applicable exemption under the Securities Act. Our management owns a significant percentage of our company and will be able to exercise
significant influence over our actions. Our officers and directors and related entities, who in the aggregate directly or indirectly
control more than 50% of our outstanding common stock and voting power, control us. These
stockholders collectively will likely be able to control our management policy, decide all
fundamental corporate actions, including mergers, substantial acquisitions and dispositions, and
elect our board of directors. Voting agreements in place assure election of our current directors for 2005 and 2006. Certain of our stockholders owning more than 50% of our voting stock have entered into voting
agreements to vote in favor of the current board members up for election in 2005 and 2006. This
could negatively affect the ability of any third party to gain control of our company. Terrorist attacks and other attacks or acts of war may adversely affect the markets on which our
common stock trades, our financial condition and our results of operations. Acts of terrorism in the United States or elsewhere could cause instability in the United
States and other financial markets. Armed hostilities or further acts of terrorism could cause
further instability in financial markets and could directly impact our financial condition and our
results of operations. 26




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The regulatory environment surrounding accounting and corporate governance subjects us to certain
legal uncertainties in the operation of our business and may increase the cost of doing business. We will face increased regulatory scrutiny associated with the highly publicized financial
scandals and the various accounting and corporate governance rules promulgated under the
Sarbanes-Oxley Act of 2002 and related regulations. Our management will review and will continue to
monitor our accounting policies and practices, legal disclosure and corporate governance policies
under the new legislation, including those related to relationships with our independent auditors,
enhanced financial disclosures, internal controls, board and board committee practices, corporate
responsibility and executive officer loan practices. We intend to fully comply with these laws.
Nevertheless, the increased scrutiny and penalties involve risks to both us and our executive
officers and directors in monitoring and ensuring compliance. A failure to properly navigate the
legal disclosure environment and implement and enforce appropriate policies and procedures, if
needed, could harm our business and prospects, including our ability to recruit and retain skilled
officers and directors. In addition, we may be adversely affected as a result of new or revised
legislation or regulations imposed by the Securities and Exchange Commission, other U.S. or foreign
governmental regulatory authorities or self-regulatory organizations that supervise the financial
markets. We also may be adversely affected by changes in the interpretation or enforcement of
existing laws and rules by these governmental authorities and self-regulatory organizations. 
 Item 3. Quantitative and Qualitative Disclosures About Market Risk Nearly all of our revenues recognized to date have been denominated in United States dollars
and are primarily from customers in the United States. We have a European distributor located in
London, England. Revenues from international clients were 2% in the first three months of 2005
and 6% in the first three months of 2004, and nearly all of these revenues have been denominated
in United States dollars. In the future, a portion of the revenues we derive from international
operations may be denominated in foreign currencies. Furthermore, to the extent that we engage in
international sales denominated in United States dollars, an increase in the value of the United
States dollar relative to foreign currencies could make our services less competitive in
international markets. Although currency fluctuations are currently not a material risk to our
operating results, we will continue to monitor our exposure to currency fluctuations and when
appropriate, consider the use of financial hedging techniques to minimize the effect of these
fluctuations in the future. Exchange rate fluctuations may harm our business in the future. We do
not currently utilize any derivative financial instruments or derivative commodity instruments. Our interest income is sensitive to changes in the general level of United States interest
rates, particularly because the majority of our investments are in short-term instruments. Since
we no longer have any debt, we are not currently subject to material interest rate risk. 
 Item 4. Controls and Procedures (a) Evaluation of disclosure controls and procedures.Our principal executive officer and
our principal financial officer, after evaluating the effectiveness of our disclosure controls and
procedures (as defined in Exchange Act Rules 13a-14(c) and 15d-14(c)) have concluded that, as of
the end of the period covered by this report our disclosure controls and procedures were adequate
and effective to ensure that material information relating to our company and our consolidated
subsidiaries would be made known to them by others within those entities. (b) Changes in internal controls.There were no significant changes in our internal
controls or in other factors that occurred during the first quarter of 2005 that could
significantly affect our disclosure controls and procedures subsequent to the date of their
evaluation. 27




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PART II  OTHER INFORMATION 
 Item 2. Unregistered Sales of Equity Securities and Use of Proceeds Pursuant to the business combination with Kanisa, the Kanisa stockholders received a total of
3,501,400 shares of our common stock. In addition, we issued warrants to purchase 423,923 shares of
common stock at an exercise price of $7.20 per share to the Kanisa stockholders. The warrants will
expire in January 2009. The Kanisa stockholders received shares and warrants based on an exchange
ratio determined in accordance with Kanisas charter documents. The issuance of shares of our
common stock and warrants in connection with the merger which closed on February 8, 2005, are
exempt from the registration requirements of the Securities Act pursuant to Section 4(2) of the Act
and Regulation D thereunder. Each Kanisa stockholder who received our securities is an accredited
investor as that term is defined in Regulation D and the issuance of the securities met the other
requirements of Regulation D. 
 Item 6. Exhibits 2 .1 Amended Agreement and Plan of Merger, dated as of February 8, 2005, by and among the Company,
Kanisa Inc. and SVCW Acquisition, Inc. (1) 3 .1 Amended and Restated Bylaws of the Company (1) 3 .2 Certificate of Amendment of Third Amended and Restated Certificate of Incorporation (2) 4 .1 Form of Warrant issued to Kanisa stockholders as of February 8, 2005 (2) 4 .2 Registration Rights Agreement, dated as of February 8, 2005, by and among the Company and
stockholders of Kanisa Inc. (1) 10 .1 Employment Agreement, effective as of February 8, 2005, by and between Kanisa Inc. and Bruce
Armstrong. (1) 10 .2 Employment Agreement, effective as of February 8, 2005, by and between Kanisa Inc. and Mark
Angel. (1) 10 .3 Agreement, effective as of February 8, 2005, by and between the Company and Kent Heyman. (1) 31.1 Rule 13a  14(a) / 15d  14(a) Certification of Principal Executive Officer 31.2 Rule 13a  14(a) / 15d  14(a) Certification of Principal Financial Officer 32. Section 1350 Certifications   
 (2) Incorporated by reference to our Annual Report on Form 10-K for the year ended December 31,
2004. 28




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SIGNATURES Pursuant to the requirements of the Securities Exchange Act of 1934, the
Registrant has duly caused this report to be signed on its behalf by the undersigned
thereunto duly authorized. SERVICEWARE TECHNOLOGIES, INC.Date: May 16, 2005
    
    By:
    
    /s/ SCOTT SCHWARTZMANScott SchwartzmanPrincipal Financial Officer
 29