Peregrine Systems(R) Recognized by the Consortium for Service Innovation for Knowledge Management Best Practices

SAN DIEGO, July 14 /PRNewswire-FirstCall/ -- Peregrine Systems Inc. , a leading provider of asset and service management software, announced today that its Get-Answers knowledge management solution has been KCS Verified. Peregrine's Get-Answers 4.2 is one of the first products to be KCS Verified, aligning it with the emerging KCS industry standard and best practice for knowledge and incident management.

Knowledge Centered Support(SM) (KCS) is a methodology and set of practices that focuses on knowledge as a key asset of the support organization. Developed by the Consortium for Service Innovation (CSI), a non-profit alliance of support organizations, KCS is also endorsed by the Help Desk Institute, the world's largest organization of help desk professionals. To become KCS Verified vendors undergo a formal assessment of product functionality and adherence to KCS practices. Peregrine's adoption of KCS Verified knowledge management practices complements its best practices ITIL-driven (IT Infrastructure Library) service management processes.

Get-Answers, one of Peregrine's self-service offerings, is a Web-based knowledge management solution, and includes an intuitive search engine and knowledge-authoring methodology. By allowing employees to find answers for themselves, service desk technicians and end-users are able to use Get-Answers to increase productivity and ensure compliance with corporate standards.

"The Consortium for Service Innovation is pleased to have Peregrine as one of our KCS Verified vendors," said Greg Oxton, executive director of the CSI. "The Verification process is thorough and challenging, and by submitting to the program Peregrine has aligned with forward-thinking service enablers that have become strategic partners with service providers to turn information into knowledge."

Peregrine's customer support organization has also implemented the KCS methodology and uses Get-Answers and Peregrine's service management solution, ServiceCenter(R), to achieve its goal of delivering customer service while capturing and structuring knowledge for immediate reuse and incident resolution. By capturing knowledge in real-time, technicians and customers gain immediate access to the technical articles and product documentation available on Peregrine's customer support Web site.

"Our team has committed to customer support excellence by embracing and merging the ITIL approach to service management with KCS best practices for knowledge management in service and support," said Beth Martinko, Peregrine's senior vice president of customer support and education. "Earning recognition in the KCS Verified program illustrates Peregrine's continued success with integrating processes and technology to deliver customers with unrivaled IT service and support."

Peregrine's KCS Verified certification in knowledge management complements Peregrine's ITIL (IT Infrastructure Library) and Pink Elephant certified approach to service management. ITIL has evolved in recent years to become the worldwide de facto standard for best practices in service management.

For more information about Peregrine's self-service offerings and Get-Answers, please visit http://www.peregrine.com/products/employee-self-service.asp.

About Peregrine Systems

Peregrine Systems, Inc. develops enterprise solutions that enable organizations to address specific business problems and evolve their IT service and asset management practices for reduced costs, improved productivity and service, and lower risk. The company's IT asset and service management software solutions include: Asset Tracking, Expense Control, Process Automation, Asset Optimization, Service Establishment, Service Control, Service Alignment and Service Optimization. These solutions make it possible for IT organizations to maintain a changing IT infrastructure, manage their relationships with end-users and service providers, and gain greater visibility into how their IT investments are performing. The Peregrine Evolution Model provides a roadmap for companies that want to systematically evolve the sophistication and effectiveness of their IT operating practices.

Founded in 1981, Peregrine has sustained a longstanding tradition of delivering solutions with superior functionality to a broad segment of the global enterprise customer market. Headquartered in San Diego, Calif., the company conducts business from offices in the Americas, Europe and Asia Pacific. For more information, please visit http://www.peregrine.com/.

About the Consortium for Service Innovation

The Consortium for Service Innovation is a non-profit alliance of service and support organizations. Through a process of collective thinking and shared experience, the members develop and validate innovative ways to improve customer support. This work bridges emerging academic thinking and research to practices which optimize business results. For more information on the work of the Consortium, please visit http://www.serviceinnovation.org/

Peregrine Systems and ServiceCenter are registered trademarks of Peregrine Systems, Inc. All other marks are the property of their respective owners.

Media Relations: Ellen Wolfe Peregrine Systems, Inc. [phone] Findley Text 100 [phone] Relations: Heidi Flannery Ficomm [phone] ext. [e-mail] Analyst Relations: Beth Johnson Peregrine Systems, Inc. [phone] for Service Innovation: Anne Karasky [phone]