Document:

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                                                                   Exhibit 10.20

THE SECURITIES REPRESENTED HEREBY HAVE NOT BEEN REGISTERED UNDER THE SECURITIES
ACT OF 1933, AS AMENDED, OR ANY STATE SECURITIES LAWS AND NEITHER THE SECURITIES
NOR ANY INTEREST THEREIN MAY BE OFFERED, SOLD, TRANSFERRED, PLEDGED OR OTHERWISE
DISPOSED OF EXCEPT PURSUANT TO AN EFFECTIVE REGISTRATION STATEMENT UNDER SUCH
ACT OR SUCH LAWS OR AN EXEMPTION FROM REGISTRATION UNDER SUCH ACT AND SUCH LAWS,
WHICH IS AVAILABLE, IN THE OPINION OF COUNSEL FOR THE HOLDER (WHICH COUNSEL (WHO
MAY BE IN-HOUSE COUNSEL) AND THE SUBSTANCE OF WHICH OPINION ARE REASONABLY
SATISFACTORY TO THIS COMPANY).

                         SERVICEWARE TECHNOLOGIES, INC.

                          COMMON STOCK PURCHASE WARRANT

THIS CERTIFIES THAT, for value received, ELECTRONIC DATA SYSTEMS CORPORATION
("EDS"), is entitled to subscribe for and purchase from SERVICEWARE
TECHNOLOGIES, INC., a Delaware corporation (the "Company"), at any time from and
after the date hereof to and including 5:00 p.m. (local time at the principal
office of the Company) on the date that is 18 months after the general release
of the Company's eService Suite version 3.0 to the public (the "Exercise
Period") except as set forth in Section 1(e), up to 233,333 fully-paid and
non-assessable shares of common stock, par value $.01 per share ("Common Stock")
at the Warrant Purchase Price as set forth in Section 2 below. The Warrant
Purchase Price and the number and character of such shares with respect to which
this Warrant is exercisable, are subject to adjustment as hereinafter provided.

                  1. Exercisability. This Warrant shall be exercisable at the
times and for the number of shares set forth below:

         (a) If and when EDS and the Company execute the Master Alliance
Agreement (the "Alliance Agreement"), EDS shall be entitled to exercise this
Warrant at any time during the remainder of the Exercise Period with respect to
16,667 shares of Common Stock.

         (b) EDS agrees to provide one curriculum specialist (the "Specialist")
during a 12-week period ending no later than December 31, 2000 (the "Development
Period") who shall work with the Company on a full time basis (that is,
averaging at least 40 hours per week during the Development Period) in the joint
development of a formal certification program for technical and sales personnel
of EDS regarding the Company's eService Suite version 3.0 (the "Certification
Program"), as may be described in Section 4.1(b)(i) of the Alliance Agreement
and who will meet the specific requirements set forth in the Alliance Agreement
for such curriculum specialist. If, during the Development Period, EDS shall
have provided the Specialist as described in and for the period set forth in the
immediately preceding sentence, EDS shall be entitled to exercise this Warrant
at any time from the day following the last day of the Development Period and
during the remainder of the Exercise Period with respect to an additional 15,333
shares of Common Stock. The Development Period shall be extended by the number
of days that no one meeting the criteria set forth above and in the Alliance
Agreement was serving as the Specialist plus the number of days that are
required to make a satisfactory transition to a replacement Specialist; provided
that the Development Period shall not be extended beyond December 31, 2000.

         (c) When the Certification Program has been completed as outlined in
the Alliance Agreement, the Company shall notify EDS in writing. The Company
shall notify EDS in writing promptly following certification of any EDS
professional personnel under the Certification Program. For each EDS
professional person who satisfactorily completes the Certification Program
during the Exercise Period EDS shall be entitled to exercise this Warrant with
respect to an additional 2,267 shares of Common Stock at any time from the date
of such certification during the remainder of the Exercise Period, up to a total
of 30 EDS personnel or an additional 68,000 shares of Common Stock.

         (d) Provided that a Master Software License Agreement (the "MSLA")
between EDS and the Company is signed on or before June 30, 2000, then, upon
signing of such MSLA by EDS and the Company, EDS
<PAGE>   2
shall be entitled to exercise this Warrant at any time during the remainder of
the Exercise Period with respect to an additional 33,333 shares of Common Stock.

         (e) Provided EDS and the Company enter into the MSLA no later than June
30, 2000, EDS shall be entitled to exercise this Warrant with respect to an
additional 100,000 shares of Common Stock between 8:00 a.m. and 5:00 p.m. (local
time at the principal office of the Company) on the third anniversary of the
effective date of the MSLA, notwithstanding the Exercise Period set forth above.
The ability to exercise this Warrant pursuant to this Section 1(e) shall be
accelerated with respect to 10,000 shares upon the presentment by EDS to the
Company of a bona fide (i) written agreement between EDS and a third party to
license or purchase a subscription to, as the case may be, a product proprietary
to the Company, for a third party (exclusive of EDS or any subsidiary or
affiliate thereof) to load the Company's product for the third party's own use
(excluding the EDS product currently named the Web Portal Help Desk) all
according to the terms and conditions of the MSLA or (ii) a non-cancelable
purchase order by EDS for a license or subscription to, as the case may be, a
product proprietary to Company, for EDS to use the Company product for EDS's own
internal use and not to provide outsourcing services, all according to the terms
and conditions of the MSLA. The accelerated exercise set forth in the preceding
sentence may occur form the date of presentment of the document described
therein until the end of the Exercise Period; provided, however, that EDS shall
only be permitted to accelerate the exercise of this Warrant pursuant to this
Section 1(e) on a total of ten occasions, and provided further that EDS may only
accelerate its exercise pursuant to Section 1(e)(ii) on no more than two of the
ten occasions.

                  2. Warrant Purchase Price. The Warrant Purchase Price shall be
$8.00 per share; provided, however, if the closing of the Company's initial
public offering of its shares of Common Stock (the "Initial Public Offering")
occurs on or before December 31, 2000, the Warrant Purchase Price shall be
adjusted to equal the price per share at which the Company sells shares of
Common Stock to the public in the Initial Public Offering, as reflected on the
cover page of the final prospectus for such offering (the "Offering Price Per
Share"); provided further, (1) if EDS has exercised this Warrant prior to date
of the Initial Public Offering pursuant to Section 4.1 or 4.2 hereof and (A) the
Offering Price Per Share exceeds $8.00 per share, EDS will pay the Company at
the address specified for notice in Section 15, in cash, by wire transfer, or by
certified or official bank check payable to the order of the Company, or with a
combination of payment methods mentioned herein, an amount equal to the product
of (i) the amount by which the Offering Price Per Share exceeds $8.00 per share
and (ii) the number of shares issued upon exercise of the Warrant at the price
of $8.00 per share, or (B) the Offering Price Per Share is less than $8.00 per
share, the Company will pay EDS at the address specified for notice in Section
15, in cash, by wire transfer, or by certified or official bank check payable to
EDS, an amount equal to the product of (i) the amount by which $8.00 per share
exceeds the Offering Price Per Share and (ii) the number of shares issued upon
exercise of the Warrant at the price of $8.00 per share; and (2) if EDS has
exercised this Warrant prior to the date of the Initial Public Offering pursuant
to Section 4.3 hereof, EDS will promptly return the stock certificate issued to
it pursuant to Section 4.3 and the Company will cancel said stock certificate
and at its expense will forthwith issue and deliver to EDS a new stock
certificate representing the number of shares of Common Stock that would have
been issued to EDS had the Offering Price Per Share been the Warrant Purchase
Price on the date of the original exercise of the Warrant.

                  3. Sale or Exercise Without Registration. The holder of this
Warrant represents that it is acquiring this Warrant, and will acquire the
shares of Common Stock issuable upon any exercise of this Warrant by such
holder, by acceptance thereof, for investment purposes only and not with a view
to the distribution thereof (except as permitted by and in compliance with
federal and state securities laws). The Company may require on a reasonable
basis, as a condition of allowing any exercise or transfer or surrender for
exchange of this Warrant or of Common Stock (or Other Securities (as defined
below)) previously issued upon the exercise of this Warrant that the holder or
transferee of this Warrant or Common Stock (or Other Securities), as the case
may be, furnish to the Company the same representation, prior to any such
exercise or transfer. As used herein, the term "Other Securities" refers to any
stock (other than Common Stock) and other securities of the Company or any other
person (corporate or otherwise) which the holder of this Warrant at any time
shall be entitled to receive, or shall have received, upon the exercise of this
Warrant, in lieu of or in addition to Common Stock, or which at any time
<PAGE>   3
shall be issuable or shall have been issued in exchange for or in replacement of
Common Stock or Other Securities pursuant to Section 5 or otherwise.

                  4.       Exercise of Warrant; Partial Exercise; Termination.

                           4.1 Exercise in Full. Subject to the provisions
hereof, this Warrant may be exercised in full by the holder hereof by surrender
of this Warrant, together with a subscription in the form of the Form of
Subscription attached hereto, duly completed, executed and delivered by such
holder, to the Company at the address specified for notice in Section 15,
accompanied by payment, in cash, by wire transfer, or by certified or official
bank check payable to the order of the Company, or with a combination of payment
methods mentioned herein, in the amount obtained by multiplying the number of
shares (as adjusted) of Common Stock called for on the face of this Warrant by
the Warrant Purchase Price (as adjusted).

                           4.2 Partial Exercise. Subject to the provisions
hereof, this Warrant may be exercised in part by surrender of this Warrant in
the manner and at the place provided in Section 4.1 hereof, except that the
amount payable by the holder hereof upon any partial exercise shall be the
amount obtained by multiplying (a) the number of shares (without giving effect
to any adjustment therein), designated by the holder hereof in the subscription
delivered by the holder to the Company in connection with such partial exercise
by (b) the Warrant Purchase Price (as adjusted). Upon any such partial exercise,
the Company at its expense will forthwith issue and deliver to or upon the order
of the holder a new Warrant of like tenor, in the name of the holder or as the
holder (upon payment of any transfer taxes) may request, calling in the
aggregate on the face or faces thereof for the number of shares of Common Stock
equal to the number of such shares called for on the face of this Warrant minus
the number of such shares designated by the holder in the subscription in the
form of the Form of Subscription attached hereto, duly completed, executed and
delivered by the holder to the Company.

                           4.3 Net Exercise. In lieu of cash exercising this
Warrant, the holder of this Warrant may elect to receive shares equal to the
value of this Warrant (or the portion thereof being exercised) by surrender of
this Warrant at the principal office of the Company together with notice of such
election, in which event the Company shall issue to the holder hereof a number
of shares of Common Stock computed using the following formula:

                                            Y (A - B)
                                           -----------
                                    X =      A
Where

         X --     The number of shares of Common Stock to be issued to the
                  holder of this Warrant.

         Y --     The number of shares of Common Stock as to which this Warrant
                  is being exercised.

         A --     The fair market value of one share of the Company's Common
                  Stock.

         B --     The Warrant Purchase Price (as adjusted to the date of such
                  calculations).

For purposes of this Section 4.3, the fair market value of Common Stock shall
mean the average of the closing bid and asked prices of the Common Stock quoted
in the over-the-counter market in which the Common Stock is traded or the
closing price quoted on any exchange on which the Common Stock is listed,
whichever is applicable, as published in the Eastern Edition of The Wall Street
Journal for the 10 trading days prior to the date of determination of fair
market value (or such shorter period of time during which such stock was traded
over-the-counter or on such exchange)). If the Common Stock is not traded on the
over-the-counter market or on an exchange, the fair market value shall be the
price per share as shall be determined in good faith by the Company's Board of
Directors or, if EDS objects to such determination, by nationally recognized
investment bankers mutually acceptable to EDS and the Company.

                  5. Delivery of Stock Certificates etc., on Exercise. The
Company agrees that the shares so purchased shall be deemed to have been issued
to the holder hereof as the record owner of such shares immediately after the
close of business on the date this Warrant shall have been surrendered and
delivery of
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payment for such shares shall have been made as aforesaid. Issuance of shares
upon exercise of this Warrant shall be subject to compliance with all provisions
of the Securities Act of 1933, as amended, the Securities Exchange Act of 1934
and any relevant state securities laws. As soon as practicable after the
exercise of this Warrant in full or in part, and in any event within 5 business
days thereafter, the Company at its expense (including the payment by it of any
applicable issue taxes) will cause to be issued in the name of and delivered to
the holder hereof, or as the holder (upon payment by the holder of any
applicable transfer taxes) may direct (provided delivery to any person other
than the holder is in compliance with federal and state securities laws), a
certificate or certificates for the number of fully paid and non-assessable
shares of Common Stock (or Other Securities) to which the holder shall be
entitled upon such exercise, plus, in lieu of any fractional share to which the
holder would otherwise be entitled, cash equal to such fraction multiplied by
the then fair market value of one full share as determined in good faith by the
Board of Directors of the Company, together with any other stock or other
securities and property (including cash, where applicable) to which the holder
is entitled upon such exercise pursuant to Section 5 hereof or otherwise.

                  6.       Adjustments. The above provisions are, however,
subject to the following:

                           6.1 Adjustment of Warrant Purchase. The Warrant
Purchase Price set forth in Section 2 of this Warrant shall be subject to
adjustment from time to time as hereinafter provided. The term "Warrant Purchase
Price" means, unless and until any such adjustment shall occur, the Warrant
Purchase Price set forth in Section 2 and after any such adjustment, the Warrant
Purchase Price resulting from such adjustments.

                           6.2 Adjustment of Number of Shares. Upon each
adjustment of the Warrant Purchase Price, the holder of this Warrant shall
thereafter be entitled to purchase, at the Warrant Purchase Price resulting from
such adjustment, the number of shares of Common Stock obtained by multiplying
the Warrant Purchase Price in effect immediately prior to such adjustment by the
number of shares purchasable pursuant hereto immediately prior to such
adjustment and dividing the product thereof by the Warrant Purchase Price
resulting from such adjustment.

                           6.3. Stock Dividends, Stock Splits, etc.  In the
event that the Company shall issue Common Stock as a dividend upon Common Stock
or in payment of a dividend thereon, shall subdivide the number of outstanding
shares of its Common Stock into a greater number of shares or shall contract the
number of outstanding shares of its Common Stock into a lesser number of shares,
the Warrant Purchase Price then in effect shall be adjusted, effective at the
close of business on the date for the determination of stockholders entitled to
receive the same, to the price (computed to the nearest cent) determined by
dividing (A) the product obtained by multiplying the Warrant Purchase Price in
effect immediately prior to the close of business on such record date by the
number of shares of Common Stock outstanding prior to such dividend, subdivision
or contraction, by (B) the number of shares of Common Stock outstanding
immediately after such dividend, subdivision, or contraction.

                           6.4  Reorganization or Reclassification.  If any
capital reorganization or reclassification of the capital stock of the Company,
or consolidation or merger of the Company with another corporation, or the sale
of all or substantially all of its assets to another corporation shall be
effected, then, as a condition of such reorganization, reclassification,
consolidation, merger or sale, lawful and adequate provision shall be made
whereby the holder of this Warrant shall thereafter have the right to purchase
and receive upon the basis and upon the terms and conditions specified in this
Warrant and in lieu of the shares of Common Stock of the Company immediately
theretofore receivable upon the exercise of this Warrant, such shares of stock,
securities or assets as may be issued or payable with respect to or in exchange
for a number of outstanding shares of such Common Stock equal to the number of
shares of such Common Stock immediately theretofore receivable upon exercise of
this Warrant had such reorganization, reclassification, consolidation, merger or
sale not taken place.

                           6.5 Computations. The Company may retain the
independent public accounting firm regularly retained by the Company, to make
any computation required under this Section 6.
<PAGE>   5
                           6.6  Notice of Adjustment.   Whenever there is an
adjustment in the Warrant Purchase Price or in kind of securities issuable upon
exercise of this Warrant, or both, as provided in this Section 6, the Company
shall (i) promptly file in the custody of its Secretary or Assistant Secretary a
certificate signed by the President, Vice President or Chief Financial Officer
of the Company, showing in detail the facts requiring such adjustment and the
number and kind of securities issuable upon exercise of this Warrant after such
adjustment, and (ii) cause a copy of such calculation of the adjustment and a
notice stating that such adjustment has been effected and stating the Warrant
Purchase Price then in effect and the number and kind of securities issuable
upon exercise of this Warrant to be sent to EDS in accordance with Section 15
and to any other holder at such holder's last address appearing on the books
maintained by the Company for registration of the Warrant, which notice to any
holder other than EDS shall be conclusively presumed to have been duly given,
whether or not such holder (other than EDS) receives such notice.

                  7. Further Assurances.  The Company will take all such action
as may be necessary or appropriate in order that the Company may validly and
legally issue fully paid and non-assessable shares of Common Stock upon the
exercise of this Warrant.

                  8. Reservation of Stock, etc., Issuable on Exercise of
Warrant. The Company shall from time to time take all such action as may be
requisite to assure that the par value per share of Common Stock is at all times
equal to or less than the Warrant Purchase Price per share then in effect. Until
the expiration of the period within which the rights represented by this Warrant
may be exercised, the Company shall at all times have authorized, and reserved
for the purpose of issuance or transfer upon exercise of the rights evidenced by
this Warrant, a sufficient number of shares of Common Stock (or Other
Securities) to provide for the exercise of the rights represented by this
Warrant. The Company shall take all such action as may be necessary to assure
that such Common Stock (or Other Securities) may be so issued without violation
of any applicable law or regulation, or of any requirements of any domestic
securities exchange upon which the Common Stock of the Company may be listed.
The Company shall not take any action which would result in any adjustment of
the Warrant Purchase Price if the total number of shares of Common Stock
issuable after such action upon exercise of all Warrants then outstanding would
exceed the total number of then authorized but unissued Common Stock reserved
therefore.

                  9. Exchange of Warrant. Subject to the provisions of Sections
3 and 13 hereof, upon surrender for exchange of this Warrant, properly endorsed,
to the Company, the Company at its own expense will issue and deliver to or upon
the order of the holder a new Warrant of like tenor, in the name of such holder
or as the holder (upon payment by such holder of any applicable transfer taxes)
may direct (provided such delivery to another person is in compliance with
federal and state securities laws), calling in the aggregate on the face or
faces thereof for the number of shares of Common Stock called for on the face of
the Warrant so surrendered.

                  10. Replacement of Warrant. Upon receipt of evidence
reasonably satisfactory to the Company of the loss, theft, destruction or
mutilation of this Warrant and, in the case of any such loss, theft or
destruction, upon delivery of an indemnity agreement reasonably satisfactory in
form and amount to the Company (with the reasonable contractual indemnity of EDS
being sufficient) or, in the case of any such mutilation, upon surrender and
cancellation of this Warrant, the Company at its expense will execute and
deliver, in lieu thereof, a new Warrant of like tenor.

                  11. Warrant Agent. The Company may, by written notice to the
holder, appoint an agent for the purpose of issuing Common Stock (or Other
Securities) upon the exercise of this Warrant pursuant to Section 4 hereof,
exchanging the Warrant pursuant to Section 9 hereof, and replacing the Warrant
pursuant to Section 10 hereof, or any of the foregoing, and thereafter any such
issuance, exchange or replacement, as the case may be, shall be made at such
office by such agent.

                  12. Remedies. The Company stipulates that the remedies at law
of the holder of this Warrant in the event of any default or threatened default
by the Company in the performance of or compliance with any of the terms of this
Warrant are not and will not be adequate, and that such terms may be
specifically enforced by a decree for the specific performance of any agreement
contained herein or by an injunction against a violation of any of the terms
hereof or otherwise.
<PAGE>   6
                  13. Negotiability, etc.

                           13.1     Transfer. Title to this Warrant may not be
transferred other than to an "Affiliated Entity", as defined below, and this
Warrant may be exercised only by EDS or by any Affiliated Entity. For the
purposes hereof, an "Affiliated Entity" shall mean any entity of which more than
fifty percent (50%) of the outstanding voting securities is owned, directly or
indirectly, by EDS or which owns, directly or indirectly, more than fifty
percent (50%) of the voting securities of EDS. Until this Warrant is transferred
on the books of the Company, the Company may treat the registered holder hereof
as the absolute owner hereof for all purposes, notwithstanding any notice to the
contrary. The performance criteria set forth in Section 1(b), 1(c) or 1(e) must
be satisfied by EDS notwithstanding any transfer of this Warrant to an
Affiliated Entity.

                           13.2     Restrictions on Transferability.  In no
event shall the Company be obligated to effect any transfer of the Warrant or
the shares issuable upon exercise thereof unless:

         (a) a registration statement is in effect with respect thereto under
the Securities Act of 1933, as amended, or the Company has received an opinion
of counsel (who may be in-house counsel), and the substance of such opinion
shall be reasonably satisfactory to the Company, that such registration is not
required; and

         (b) the Warrant is surrendered to the Company at its principal office
together with the form of assignment attached hereto, duly completed, executed
and guaranteed by a commercial bank or trust company or by a member firm of the
New York or American Stock Exchange, and sufficient funds to pay any transfer
tax. The foregoing covenants in this Section 13.2(a) shall not apply if the
transfer is made to an Affiliated Entity or if the disposition is made under
Rule 144(k) under the Securities Act of 1933, as amended. The provisions of
Section 13.2(a) requiring an opinion of counsel are intended solely to ensure
compliance with the provisions of the Securities Act of 1933, as amended.

                           13.3     Registration Rights.  With respect to all
shares issuable upon exercise of the Warrant, the holder of the Warrant is
entitled to the benefits of a certain Amended and Restated Registration Rights
Agreement being entered into by and among the Company, EDS and certain other
stockholders of the Company on the date hereof.

                           13.4     Restrictive Legend.  Each certificate
representing shares issuable upon exercise hereof or any other securities issued
in respect thereof upon any stock split, stock dividend, recapitalization,
merger, consolidation or similar event, shall be stamped or otherwise imprinted
with a legend in substantially the following form:

         THE SECURITIES REPRESENTED HEREBY HAVE NOT BEEN REGISTERED UNDER THE
         SECURITIES ACT OF 1933, AS AMENDED, OR ANY STATE SECURITIES LAWS AND
         NEITHER THE SECURITIES NOR ANY INTEREST THEREIN MAY BE OFFERED, SOLD,
         TRANSFERRED, PLEDGED OR OTHERWISE DISPOSED OF EXCEPT PURSUANT TO AN
         EFFECTIVE REGISTRATION STATEMENT UNDER SUCH ACT OR SUCH LAWS OR AN
         EXEMPTION FROM REGISTRATION UNDER SUCH ACT AND SUCH LAWS, WHICH, IN THE
         OPINION OF COUNSEL (WHO MAY BE IN-HOUSE COUNSEL) FOR THE HOLDER, WHICH
         COUNSEL AND OPINION ARE REASONABLY SATISFACTORY TO COUNSEL FOR THIS
         CORPORATION, IS AVAILABLE.

Such legend and the provisions of Section 13.4 are intended solely to ensure
compliance with the provisions of the Securities Act of 1933, as amended.

                  14. No Voting or Dividend Rights. This Warrant does not confer
upon the holder hereof the right to vote or to consent or to receive notice as a
stockholder of the Company, in respect of meetings of stockholders for the
election of directors of the Company or any other matters or any rights
whatsoever as a stockholder of the Company prior to the exercise hereof. No cash
dividends shall be payable or accrued in respect of this Warrant or the shares
purchasable hereunder until, and only to the extent that, this Warrant shall
have been
<PAGE>   7
exercised, whereupon the registered holder of this Warrant shall be the holder
of such Common Stock for all purposes.

                  15. Notices, etc. Except as otherwise provided, all notices
and other communications required or permitted hereunder shall be in writing and
addressed to such party at the address set forth below, or at such other address
as such party may designate by ten (10) days' advance written notice to the
other parties. Such notice or other communications shall be deemed delivered
when delivered in person by hand or, if earlier, five (5) days after deposit
with the U.S. postal service, if sent as first class mail, return receipt
requested, with all postage and fees prepaid.

                  If to the Company:
                  ServiceWare Technologies, Inc.
                  Oakmont, Pennsylvania  15139
                  Attention:  President
                  Telephone:  412-826-1158
                  Facsimile:  412-826-0577

                  If to EDS:
                  Electronic Data Systems Corporation
                  MS H3-3A-05
                  5400 Legacy Drive
                  Plano, TX 75024
                  Attn: General Counsel
                  Facsimile: (972) 605-5610

                  16. Miscellaneous. This Warrant and any term hereof may be
changed, waived, discharged or terminated only by an instrument in writing
signed by the party against whom enforcement of such amendment, waiver,
discharge or termination is sought. This Warrant shall be construed and enforced
in accordance with and governed by the laws of the State of Delaware, as applied
to agreements entered into, and to be performed entirely in such state, between
residents of such state. The headings in this Warrant are for purposes of
reference only, and shall not limit or otherwise affect any of the terms hereof.
The parties hereto have agreed to submit to the arbitration procedures set forth
in Section 4.1 of the Warrant Purchase Agreement, dated the date hereof, between
the Company and EDS with respect to the breach or interpretation of this Warrant
and the transactions contemplated hereby or the enforcement of any and all
rights, duties, liabilities, obligations, powers, and other relations between
the parties arising under this Warrant and the transactions contemplated hereby.

Dated:   June 2, 2000

                                     SERVICEWARE TECHNOLOGIES, INC.

                                     By:_/s/ Mark Tapling_____________________
                                     Name:  Mark Tapling
                                     Title: President and Chief Executive
                                            Officer
<PAGE>   8
                              FORM OF SUBSCRIPTION

                  (To be signed only upon exercise of Warrant)

To:      SERVICEWARE TECHNOLOGIES, INC.

                  The undersigned, the holder of the within Warrant, hereby
irrevocably elects to exercise the purchase right represented by such Warrant
for, and to purchase thereunder, _______* shares of Common Stock of ServiceWare
Technologies, Inc., and herewith makes payment of $_____________ therefor, and
requests that the certificates for such shares be issued in the name of, and
delivered to:

                         ----------------------------------
                                      Name

                         ----------------------------------
                                     Address

                         ----------------------------------
                              City, State, Zip Code

                         ----------------------------------
                            Taxpayer Identification Number

Dated:                   _________________________________

                         (Signature must conform in all
                         respects to name of holder as
                         specified on the face of the Warrant)

--------

     *    Insert here the number of shares called for on the face of the Warrant
          (or, in the case or a partial exercise, the portion thereof as to
          which the Warrant is being exercised, in either case without making
          any adjustment for additional Common Stock or any other stock or other
          securities or property or cash which, pursuant to the adjustment
          provisions of the Warrant, may be deliverable upon exercise.
<PAGE>   9
         FORM OF ASSIGNMENT

                  (To be signed only upon transfer of Warrant)

                  For value received, the undersigned hereby sells, assigns and
transfers unto _____ the right represented by the within Warrant to purchase
shares of Common Stock of ServiceWare Technologies, Inc. to which the within
Warrant relates, and appoints _____ Attorney to transfer such right on the books
of such corporation with full power of substitution in the premises.

Dated:

                                         --------------------------------------
                                         (Signature must conform in all respects
                                         to name of holder as specified on the
                                         face of the Warrant)

                                         --------------------------------------

Address

-----------------------------------

Signature guaranteed by a Bank
or Trust Company or by a Member
Firm of the New York or
American Stock Exchange<PAGE>   1
                                                                   Exhibit 10.21

                         SERVICEWARE TECHNOLOGIES, INC.

                           WARRANT PURCHASE AGREEMENT

                  THIS WARRANT PURCHASE AGREEMENT (this "Agreement") is made as
of June 2, 2000, by and between SERVICEWARE TECHNOLOGIES, INC. (the "Company"),
and Electronic Data Systems Corporation ("EDS").

                                    RECITALS

                  WHEREAS, EDS wishes to purchase a warrant from the Company,
which warrant will be exercisable for shares of the Company's common stock (the
"Shares"); and

                  WHEREAS, the parties hereto wish to provide for the sale and
issuance of such warrant in consideration for services rendered and to be
rendered to the Company by EDS as contemplated by Section 1 of the Warrant;

                  NOW, THEREFORE, THE PARTIES HEREBY AGREE AS FOLLOWS:

1. Issuance of the Warrant. The Company hereby sells and issues to EDS a warrant
(the "Warrant"; this Agreement and the Warrant, the "Warrant Documents") to
purchase shares of the Company's common stock, par value $0.01 per share ( the
"Common Stock") as set forth therein, in consideration for services rendered and
to be rendered to the Company by EDS as contemplated by Section 1 of the
Warrant. The Warrant shall be in the form attached hereto as Exhibit A.

2. Representations and Warranties of the Company. Except as set forth on the
Disclosure Schedule attached hereto as Exhibit A, which has been delivered to
EDS prior to EDS' execution hereof, the Company hereby represents and warrants
to EDS as follows. Unless the context otherwise requires, all references in this
Section 2 to the "Company" shall include the Company and its controlled
affiliates.

         2.1 Organization, Good Standing, and Qualification; Charter and Bylaws.
The Company is a duly organized and validly existing corporation in good
standing under the laws of the State of Delaware and has all requisite corporate
power and authority for the ownership and operation of its properties and for
the carrying on of its business as now conducted and as proposed to be
conducted. The Company is duly licensed or qualified and in good standing as a
foreign corporation authorized to do business in all jurisdictions wherein the
character of the property owned or leased or the nature of the activities
conducted by it makes such licensing or qualification necessary, except where
the failure to be so licensed or qualified would not have a material adverse
effect on the business, operations or condition, financial or otherwise, of the
Company (a "Material Adverse Effect"). The Company has furnished EDS with true,
correct and complete copies of its Certificate of Incorporation and Bylaws, as
presently in effect.

         2.2 Authorization. All corporate action on the part of the Company, its
directors and shareholders necessary for the authorization, execution, delivery
and performance by the Company of the Warrant Documents and the consummation of
the transactions and the obligations contemplated herein and therein, and for
the authorization, issuance and delivery of the Shares has been taken. This
Agreement is a valid and binding obligation of the Company, enforceable in
accordance with its terms, subject to laws of general application relating to
bankruptcy, insolvency, and the relief of debtors and other laws of general
application affecting enforcement of creditors' rights generally, rules of law
governing specific performance, injunctive relief or other equitable remedies,
and limitations of public policy. The execution, delivery and performance by the
Company of the Warrant Documents will not (with or without the passage of time
and giving of notice) (a) conflict with, result in any violation or breach of
any of the terms of, or constitute a default under, any provision of the
Company's Certificate of Incorporation or Bylaws, or of any mortgage, indenture,
agreement, instrument, judgment, decree, order, law, rule or regulation or other
restriction to which the Company is a party or by which it is bound, or (b)
result in the creation of any mortgage, pledge, lien, encumbrance or charge upon
any of the properties or assets of the Company (except where such conflict,
violation, breach, default, mortgage, pledge, lien, encumbrance or charge would
not have a Material Adverse Effect).

         2.3 Valid Issuance of Common Stock. The Shares, when issued, sold and
delivered in compliance with the provisions of the Warrant Documents, will be
duly and validly issued, fully paid and non-
<PAGE>   2
assessable and will be free of any claims, liens, encumbrances, security
interests, options, rights of first refusal, charges or restrictions whatsoever.

         2.4 Litigation. There are no actions, suits, proceedings or
investigations pending, or to the Company's knowledge, claims asserted, to which
the Company is a party or its property is subject, which questions the validity
of the Warrant Documents or any action taken in connection herewith or the right
of the Company to enter into such agreement. The Company is not a party to any
order, writ, injunction, judgment or decree of any court or government agency or
instrumentality.

         2.5 Consents. No consent, approval, qualification, order or
authorization of, or filing with, any governmental authority or other person, is
required in connection with the Company's valid execution, delivery or
performance of the Warrant Documents, or the offer, sale or issuance of the
Shares by the Company, or the consummation of any other transaction contemplated
on the part of the Company hereby or thereby, except for any filings required
pursuant to applicable federal and state securities laws.

3. Representations and Warranties of EDS. In connection with the transactions
provided for herein, EDS hereby represents and warrants to the Company that:

         3.1 Investment Representations of EDS. This Agreement is made by the
Company with EDS in reliance upon such EDS' representations and covenants made
in this Section 3.1. EDS is an "accredited investor" as defined in Rule 501(a)
of Regulation D under the Securities Act of 1933, as amended (the "Securities
Act"). EDS is acquiring the Warrant and the Shares to be issued and sold
hereunder for its own account for investment and not as a nominee or agent and
not with a view to the distribution thereof, within the meaning of the
Securities Act.

         3.2 Authorization. EDS has all requisite corporate power to authorize,
execute and deliver the Warrant Documents and to carry out and perform its
obligations under the terms of the Warrant Documents.

4.       Miscellaneous.

         4.1 Dispute Resolution; Arbitration. Each party must use commercially
reasonable efforts to ensure that where a dispute in connection with this
Agreement and the transactions contemplated hereby is reasonably foreseeable, it
is dealt with at a sufficiently early stage to ensure that there is a minimum
effect on the ability of the parties to perform their obligations under this
Agreement. Except with respect to a dispute concerning the application of this
Section 4.1, the Company and EDS must deal with any dispute in connection with
this Agreement and the transactions contemplated hereby in accordance with this
Section 4.1. Neither EDS nor the Company may commence or maintain any action or
proceeding in any court, tribunal or otherwise regarding a dispute to which this
Section 4.1 applies without first giving the other party a notice of the dispute
(a "Dispute Notice") and complying with the provisions of this Section 4.1. When
a party considers that a dispute to which this Section 4.1 applies has arisen,
it may give a Dispute Notice to the other party to the dispute, which must be in
writing and must set out reasonable particulars of the matter in dispute.
Following receipt of a Dispute Notice, the Company and EDS shall appoint
representatives, who shall meet as often as necessary to: (1) gather, and
(without losing, waiving or being deemed to have lost or waived legal privilege)
furnish to the other, all information with respect to the dispute which is
appropriate in connection with its resolution; and (2) discuss the dispute and
negotiate in good faith in an effort to resolve the dispute without the
necessity of resorting to any formal proceeding. If the Company and EDS should
reach an agreement, then a memorandum setting forth such agreement shall be
prepared and signed by such parties, which shall be binding and conclusive upon
such parties and on any transferee of any of the Shares. If no such agreement
can be reached after good faith negotiation in the thirty (30) days following
delivery of the Dispute Notice, then either the Company or EDS may, by written
notice to the other, demand arbitration of the matter in accordance with this
Section 4.1; provided that if the amount of the damage or loss is at issue in
pending litigation with a third party, then (unless the parties otherwise agree)
the amount of such damage or loss shall not be subject to an arbitration
proceeding until such amount is ascertained. Any such arbitration shall be
conducted by three (3) arbitrators and held in Plano, Texas if initiated by the
Company and in Pittsburgh, Pennsylvania if initiated by EDS, under the
commercial rules then in effect of the American Arbitration Association. Within
fifteen (15) days after such written notice is sent, the Company and EDS shall
each select one (1) arbitrator, and the two (2) arbitrators so selected shall
select a third arbitrator.
<PAGE>   3
The cost of any arbitration (including the fees and expenses of the arbitrators)
will be shared equally by the parties, and each party will bear the fees and
expenses of preparing and presenting its position. The arbitrators shall be
provided access by each party hereto to all records and information as may be
reasonably required by the arbitrators to make a determination as to such claim.
This Section 4.1 and the arbitrators' authority to grant relief shall be subject
to the United States Arbitration Act at 9 U.S. C. 1-16 et seq. (the "USAA"), the
provisions of this Agreement, and the ABA-AAA Code of Ethics for Arbitrators in
Commercial Disputes. The parties agree that the arbitrators shall have no power
or authority to make awards or issue orders of any kind other than as expressly
permitted by this Agreement. In no event shall the arbitrators have the power or
authority to make any award in excess of compensatory damages or to make any
award that includes punitive, exemplary, consequential or special damages or
lost profits. The decision of the arbitrators shall follow the plain meaning of
the relevant documents. The decision of the arbitrators as to the validity and
amount of any claim shall be binding and conclusive upon such parties and on any
transferee of any of the Shares. Judgment upon any award rendered by the
arbitrators may be entered in any court having jurisdiction. All post award
proceedings shall by governed by the USAA. Except where the dispute renders it
impossible to do so, the parties will continue performing their respective
obligations under this Agreement while the dispute is being resolved, unless and
until such obligations are terminated or expire in accordance with the
provisions of this Agreement. Notwithstanding anything in this Section 4.1, a
party at any time may commence court proceedings in relation to any dispute or
claim arising under or in connection with this Agreement where that party
believes, in good faith, that it requires urgent interlocutory equitable relief
in relation to intellectual property, confidential information or otherwise to
protect material rights under this Agreement and time does not permit the party
to comply with the procedures and waiting periods specified in this Section 4.1
without the risk of substantial detriment to that party.

         4.2 Equitable Remedies. The parties acknowledge that the remedy at law
for any breach, or threatened breach, of their respective covenants to
consummate the transactions contemplated hereby will be inadequate and,
accordingly, each covenants and agrees that, with respect to any such breach or
threatened breach, the other will, in addition to any other rights or remedies
that it may have and regardless of whether such other rights or remedies have
been previously exercised, be entitled to such equitable and injunctive relief
as may be available from any appropriate court.

         4.3 Expenses. Whether or not the transactions contemplated by the
Warrant Documents are completed, the Company and EDS shall each bear its own
legal fees and other expenses incurred with respect to the negotiation,
execution and delivery of the Warrant Documents and the consummation of the
transactions contemplated thereby.

         4.4 Finder's Fee. Each of the Company and EDS represents that it
neither is nor will be obligated for any finders' fee or commission in
connection with this transaction. EDS agrees to indemnify and to hold harmless
the Company from any liability for any commission or compensation in the nature
of a finders' fee (and the costs and expenses of defending against such
liability or asserted liability) for which such EDS or any of its officers,
partners, employees, or representatives is responsible. The Company agrees to
indemnify and hold harmless EDS from any liability for any commission or
compensation in the nature of a finders' fee (and the costs and expenses of
defending against such liability or asserted liability) for which the Company or
any of its officers, employees or representatives is responsible.

         4.5 Successors and Assigns. Except as otherwise provided herein or the
Warrant, the terms and conditions of this Agreement shall inure to the benefit
of and be binding upon the respective successors and assigns of the parties.

         4.6 Notices. Except as otherwise provided, all notices and other
communications required or permitted hereunder shall be in writing and addressed
to such party at the address set forth below, or at such other address as such
party may designate by 10 days' advance written notice to the other parties.
Such notice or other communications shall be deemed delivered when delivered in
person by hand or, if earlier, 5 days after deposit with the U.S. postal
service, if sent as first class mail, return receipt requested, with all postage
and fees prepaid.

         If to the Company:
<PAGE>   4
         ServiceWare Technologies, Inc.
         Oakmont, Pennsylvania  15139
         Attention:  President
         Telephone:  412-826-1158
         Facsimile:  412-826-0577

         If to EDS:
         Electronic Data Systems Corporation
         MS H3-3A-05
         5400 Legacy Drive
         Plano, TX 75024
         Attn: General Counsel
         Facsimile: (972) 605-5610

         4.7 Severability. If one or more provisions of this Agreement are held
to be unenforceable under applicable law, such provision shall be excluded from
this Agreement and the balance of the Agreement shall be interpreted as if such
provision were so excluded and shall be enforceable in accordance with its
terms.

         4.8 Headings; References to Agreement. The headings of the sections of
this Agreement have been inserted for convenience of reference only and do not
constitute a part of this Agreement. References herein to "this Agreement" shall
include all schedules and exhibits hereto.

         4.9 Entire Agreement; Amendments and Waivers. This Agreement and the
Warrant constitute the full and entire understanding and agreement between the
parties with regard to the subjects hereof and thereof. Any term of this
Agreement may be amended and the observance of any term of this Agreement may be
waived (either generally or in a particular instance and either retroactively or
prospectively), only with the written consent of the Company and EDS. Any waiver
or amendment effected in accordance with this Section 4.9 shall be binding upon
EDS, each holder of any securities purchased under this Agreement at the time
outstanding (including securities into which such securities have been
converted), each future holder of all such securities, and the Company.

         4.10 Counterparts. This Agreement may be executed in counterparts, each
of which shall be deemed an original, but all of which together shall constitute
one and the same instrument.

         4.11 Governing Law; Consent to Venue and Jurisdiction. This Agreement
shall be construed in accordance with, and governed in all respects by, the laws
of the State of Delaware, as applied to agreements entered into, and to be
performed entirely in such state, between residents of such state. The parties
hereto agree to submit to the arbitration procedures set forth in Section 4.1
with respect to the breach or interpretation of this Agreement and the
transactions and relationships contemplated hereby or the enforcement of any and
all rights, duties, liabilities, obligations, powers, and other relations
between the parties arising under this Agreement and the transactions
contemplated hereby. In addition, each party hereto submits to the exclusive
jurisdiction of the federal district and state courts of the State of Delaware
for all litigation that may be brought with respect to the terms of, and the
transactions and relationships contemplated by, this Agreement. Each party
hereby irrevocably waives, to the fullest extent permitted by applicable law,
any objection that it may now or hereafter have to the laying of venue of any
such proceeding brought in such a court and any claim that any such proceeding
brought in such a court has been brought in an inconvenient forum. Such consent
to jurisdiction and waiver of objections to venue is limited solely to
litigation with respect to the terms of, and the transactions and relationships
contemplated by, this Agreement, and no party consents to or waives objection to
jurisdiction or venue in any other proceeding or for any other actions. The
parties irrevocably consent to service of process given in the manner provided
for notices in Section 4.6, but nothing in this Agreement will affect the right
of either party to serve process in any other manner permitted by law.

         4.12 Reservation of Shares. The Company shall reserve and keep
available at all times, free of preemptive rights, liens and other rights of
third parties, the full number of shares of Common Stock issuable upon exercise
of the Warrant.
<PAGE>   5
         4.13 Waiver of Trial by Jury. THE PARTIES HEREBY IRREVOCABLY AND
UNCONDITIONALLY COVENANT AND AGREE THAT IN ANY SUIT, ACTION OR PROCEEDING IN
RESPECT OF ANY MATTER ARISING OUT OF THIS AGREEMENT OR THE TRANSACTIONS
CONTEMPLATED HEREBY (WHETHER SOUNDING IN CONTRACT, TORT OR OTHERWISE) TRIAL WILL
BE TO A COURT OF COMPETENT JURISDICTION AND NOT TO A JURY, AND THE PARTIES
HEREBY EXPRESSLY WAIVE ANY AND ALL RIGHT THEY MAY HAVE TO A TRIAL BY JURY.
EITHER PARTY MAY FILE AN ORIGINAL COUNTERPART OF A COPY OF THIS AGREEMENT WITH
ANY COURT AS WRITTEN EVIDENCE OF THE CONSENT OF THE PARTIES TO THE WAIVER BY THE
PARTIES OF THEIR RIGHT TO TRIAL BY JURY AND OF THE AGREEMENT OF THE PARTIES TO A
TRIAL BY THE COURT (WITHOUT A JURY).

         4.14 Confidentiality. Neither EDS nor the Company shall issue any press
release or make any public announcement relating to the subject matter of the
Warrant Documents which references the other without the prior approval thereof,
which will not be unreasonably withheld or delayed; provided, however, that
either party may make any public disclosure which its counsel advises is
required by applicable law or exchange requirements or any listing or trading
agreement concerning its publicly traded securities (in which case such party
will use its best efforts to advise the other party prior to making the
disclosure and provide such other party with an opportunity to review and
comment on such disclosure in advance of public release).

         4.15 Legend. EDS understands and acknowledges that the certificate
evidencing its Warrant and the Shares will be imprinted with a legend referring
to the Securities Act that will read substantially as follows:

                THE SHARES EVIDENCED BY THIS CERTIFICATE HAVE NOT BEEN
       REGISTERED UNDER THE SECURITIES ACT OF 1933. THEY MAY NOT BE SOLD,
       OFFERED FOR SALE, PLEDGED, HYPOTHECATED, OR OTHERWISE TRANSFERRED EXCEPT
       PURSUANT TO AN EFFECTIVE REGISTRATION STATEMENT UNDER THE SECURITIES ACT
       OF 1933 OR AN OPINION OF COUNSEL (WHO MAY BE IN-HOUSE COUNSEL) REASONABLY
       SATISFACTORY TO THE COMPANY THAT REGISTRATION IS NOT REQUIRED UNDER SUCH
       ACT OR UNLESS SOLD PURSUANT TO RULE 144 UNDER SUCH ACT.

         Such legend and the provisions of this Section 4.15 are intended solely
to ensure compliance with the provisions of the Securities Act.

         4.16. Rule 144. With a view to making available to the holders of the
Warrant and the shares of Common Stock ("Holders") the benefits of certain rules
and regulations of the Securities Exchange Commission (the "SEC") which may
permit the sale of the Common Stock to the public without registration, the
Company agrees to use its best efforts to:

                  (a) Make and keep public information available (as those terms
are understood and defined in Rule 144 under the Securities Act) at all times
after the date that the Company becomes subject to the reporting requirements of
the Exchange Act of 1934 (the "Exchange Act");

                  (b) Use its best efforts to file with the SEC in a timely
manner all reports and other documents required of the Company under the
Securities Act and the Exchange Act (at any time after the Company has become
subject to such reporting requirements); and

                  (c) As long as a Holder owns the Warrant or any Common Stock,
cooperate with the Holder in providing information necessary to effect a sale,
including furnishing to the Holder forthwith upon request a copy of the most
recent annual or quarterly report of the Company filed with the SEC, a written
statement by the Company as to its compliance with the reporting requirements of
Rule 144 and the Securities Act and the Exchange Act (at any time after it has
become subject to such reporting requirements).

The provisions contained in this Section 4.16 shall terminate at such time as
such Holder holds less than one percent (1%) of the outstanding capital stock of
the Company and as, in the reasonable opinion of counsel to the Company,
reasonably acceptable to the Holder, a public trading market shall exist for the
Company's Common Stock beneficially owned or subject to Rule 144 aggregation by
such Holder can be
<PAGE>   6
sold under Rule 144 (without regard to Rule 144(k)) during the 90-day period
immediately following such date.
<PAGE>   7
IN WITNESS WHEREOF, the parties have executed this Agreement as of the date
first above written.

                                    SERVICEWARE TECHNOLOGIES, INC.

                                    By:    /s/ Mark Tapling
                                           -----------------------------------
                                    Name:  Mark Tapling
                                           -----------------------------------
                                    Title: President and CEO
                                           -----------------------------------

                                    ELECTRONIC DATA SYSTEMS CORPORATION

                                     By: /s/ John W. McCain
                                         -----------------------------------
                                     Name:    John McCain
                                           -----------------------------------
                                     Title:   SVP
                                           -----------------------------------
<PAGE>   8
                                                                       EXHIBIT A

                               Disclosure Schedule

This Disclosure Schedule is made and given pursuant to Section 2 of the Warrant
Purchase Agreement made as of June 2, 2000, by and between ServiceWare
Technologies, Inc., a Delaware corporation and Electronic Data Systems
Corporation, a Delaware corporation (the "Warrant Purchase Agreement"). The
section numbers in this Disclosure Schedule correspond to the section numbers in
the Warrant Purchase Agreement; however, any information disclosed herein under
any section number shall be deemed to be disclosed and incorporated into any
other section number under the Warrant Purchase Agreement where such disclosure
would otherwise be appropriate and where the application of such disclosure to
each other section is clear. Any terms defined in the Warrant Purchase Agreement
shall have the same meaning when used in this Disclosure Schedule unless the
context otherwise requires.

         2.1 The Company was recently incorporated under the laws of the State
of Delaware and is in the process of qualifying to do business as a foreign
corporation in necessary jurisdictions.

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