Multi-National Food Conglomerate Converts to Remedy IT Service Management Solution

Ahold USA Selects Remedy and IT Masters to Replace Tivoli Service Desk

And Peregrine ServiceCenter



Apr 16, 2001, 01:00 ET from Remedy Corp.

    MOUNTAIN VIEW, Calif., and AUSTIN, Texas, April 16 /PRNewswire/ --
 Remedy(R) Corp. (Nasdaq: RMDY), the leading provider of IT Service Management
 (ITSM) solutions, and IT Masters, a provider of e-business systems management
 software, today announced that Ahold USA (NYSE:   AHO), has selected Remedy and
 IT Masters' solutions to replace Tivoli Service Desk and
 Peregrine ServiceCenter in its corporate office and several food chains
 nationwide including Stop & Shop, Giant Food Stores, Giant, Tops and BI-LO.
     Ahold USA, with more than $27 billion in U.S. sales and experiencing a
 56 percent growth rate, is standardizing and upgrading its information
 technology service management (ITSM) service desks.  Remedy's extensive
 customizability, robust enterprise performance, and their partner IT Masters'
 tight integration package for Tivoli Management Enterprise(R) (TME) met the
 challenges being faced by Ahold USA.  Remedy's adaptable unified architecture
 allows extensive point-and-click customization without requiring users to
 manipulate source code.
     "If there had only been a small technical gap between the incumbents and
 Remedy, we could not have justified removing them and starting fresh," said
 Bo Gullion, manager of client services for Ahold USA.  "When we factored in
 the effort required to get the exact solution we wanted from each vendor,
 Remedy's unique architecture made them the clear functionality and value
 leader."
     IT Masters, a Remedy partner since 1993, delivers an easy-to-use
 integration to Tivoli TME, called AR System Plus for Tivoli (ARS+). This
 integration product provides bi-directional communication for automatic ticket
 creation and data exchange between service desk and management environment.
     "Ahold USA was able to quickly install and configure AR Systems Plus for
 Tivoli themselves," said Yury Mintskovsky, global product manager for
 IT Masters.  "ARS + exceeded their expectations and performs flawlessly.  The
 rapid installation and integration gave them the time-to-value solution they
 were looking for."
     Ahold USA's future plans are heavily focused on the IT department.  They
 expect their worldwide online food sales to reach $880 Million by 2002.  With
 the integration of the Remedy IT Service Management solution, Ahold USA will
 optimize IT availability, employee efficiency and execution.  Remedy's
 adaptable solution, which went live in November 2000, has immediately
 generated benefits to Ahold USA, providing better visibility, quicker
 resolution and improved customer service.
     "We are gratified that leading global enterprises like Ahold USA are
 realizing the unique advantages Remedy's IT Service Management solutions
 deliver," said Chris Harget, senior product marketing manager for Remedy.
 
     About Ahold USA
     Ahold USA is a subsidiary of Royal Ahold.  Royal Ahold is an international
 food provider with consolidated sales of $44 billion in 2000.  Ahold has
 30 million weekly customers worldwide and provides employment to over
 450,000 people.  Royal Ahold's company goal is to be a world-class food
 retailer, not only in size but also in profitability, customer service,
 quality and innovation.
 
     About IT Masters
     IT Masters is a global business solutions company that provides
 specialized products to increase the efficiency of distributed IT
 infrastructure management.  IT Masters' software solutions integrate with
 leading enterprise systems to maximize e-business workflow processes and
 manage today's highly complex applications.  MasterCell, the company's
 flagship product, bridges the gap between current management tools, offering a
 dynamic solution to successfully manage today's computing infrastructures.
 With offices in the United States and six European countries, IT Masters
 supplies total enterprise management solutions to multinational customers.
 For more information, visit www.itmasters.com.
 
     About Remedy
     Remedy is a leading supplier of Information Technology Service Management
 (ITSM) and Customer Relationship Management (CRM) solutions, with customers
 using its products at more than 9,850 sites.  Remedy's fast deployment
 programs and radical adaptability accelerate an organization's move to
 eBusiness, as well as increasing the ability to continually differentiate from
 internal and external service, Remedy's customers continually improve both
 their customer interactions and their internal operations to raise
 satisfaction and lower costs.  More information on Remedy, its products and
 its services is available on the company's Web site at www.remedy.com.
     NOTE:  Remedy, Remedy Corporation and Design are trademarks of
 Remedy Corporation, Mountain View, California, which are registered or pending
 in certain jurisdictions.  All other trademarks are the property of their
 respective owners.
 
 

SOURCE Remedy Corp.
    MOUNTAIN VIEW, Calif., and AUSTIN, Texas, April 16 /PRNewswire/ --
 Remedy(R) Corp. (Nasdaq: RMDY), the leading provider of IT Service Management
 (ITSM) solutions, and IT Masters, a provider of e-business systems management
 software, today announced that Ahold USA (NYSE:   AHO), has selected Remedy and
 IT Masters' solutions to replace Tivoli Service Desk and
 Peregrine ServiceCenter in its corporate office and several food chains
 nationwide including Stop & Shop, Giant Food Stores, Giant, Tops and BI-LO.
     Ahold USA, with more than $27 billion in U.S. sales and experiencing a
 56 percent growth rate, is standardizing and upgrading its information
 technology service management (ITSM) service desks.  Remedy's extensive
 customizability, robust enterprise performance, and their partner IT Masters'
 tight integration package for Tivoli Management Enterprise(R) (TME) met the
 challenges being faced by Ahold USA.  Remedy's adaptable unified architecture
 allows extensive point-and-click customization without requiring users to
 manipulate source code.
     "If there had only been a small technical gap between the incumbents and
 Remedy, we could not have justified removing them and starting fresh," said
 Bo Gullion, manager of client services for Ahold USA.  "When we factored in
 the effort required to get the exact solution we wanted from each vendor,
 Remedy's unique architecture made them the clear functionality and value
 leader."
     IT Masters, a Remedy partner since 1993, delivers an easy-to-use
 integration to Tivoli TME, called AR System Plus for Tivoli (ARS+). This
 integration product provides bi-directional communication for automatic ticket
 creation and data exchange between service desk and management environment.
     "Ahold USA was able to quickly install and configure AR Systems Plus for
 Tivoli themselves," said Yury Mintskovsky, global product manager for
 IT Masters.  "ARS + exceeded their expectations and performs flawlessly.  The
 rapid installation and integration gave them the time-to-value solution they
 were looking for."
     Ahold USA's future plans are heavily focused on the IT department.  They
 expect their worldwide online food sales to reach $880 Million by 2002.  With
 the integration of the Remedy IT Service Management solution, Ahold USA will
 optimize IT availability, employee efficiency and execution.  Remedy's
 adaptable solution, which went live in November 2000, has immediately
 generated benefits to Ahold USA, providing better visibility, quicker
 resolution and improved customer service.
     "We are gratified that leading global enterprises like Ahold USA are
 realizing the unique advantages Remedy's IT Service Management solutions
 deliver," said Chris Harget, senior product marketing manager for Remedy.
 
     About Ahold USA
     Ahold USA is a subsidiary of Royal Ahold.  Royal Ahold is an international
 food provider with consolidated sales of $44 billion in 2000.  Ahold has
 30 million weekly customers worldwide and provides employment to over
 450,000 people.  Royal Ahold's company goal is to be a world-class food
 retailer, not only in size but also in profitability, customer service,
 quality and innovation.
 
     About IT Masters
     IT Masters is a global business solutions company that provides
 specialized products to increase the efficiency of distributed IT
 infrastructure management.  IT Masters' software solutions integrate with
 leading enterprise systems to maximize e-business workflow processes and
 manage today's highly complex applications.  MasterCell, the company's
 flagship product, bridges the gap between current management tools, offering a
 dynamic solution to successfully manage today's computing infrastructures.
 With offices in the United States and six European countries, IT Masters
 supplies total enterprise management solutions to multinational customers.
 For more information, visit www.itmasters.com.
 
     About Remedy
     Remedy is a leading supplier of Information Technology Service Management
 (ITSM) and Customer Relationship Management (CRM) solutions, with customers
 using its products at more than 9,850 sites.  Remedy's fast deployment
 programs and radical adaptability accelerate an organization's move to
 eBusiness, as well as increasing the ability to continually differentiate from
 internal and external service, Remedy's customers continually improve both
 their customer interactions and their internal operations to raise
 satisfaction and lower costs.  More information on Remedy, its products and
 its services is available on the company's Web site at www.remedy.com.
     NOTE:  Remedy, Remedy Corporation and Design are trademarks of
 Remedy Corporation, Mountain View, California, which are registered or pending
 in certain jurisdictions.  All other trademarks are the property of their
 respective owners.
 
 SOURCE  Remedy Corp.