Matthew PoyiadgiMatthew Poyiadgi& Grant Eaton

Serving the IT industry

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Education - Business Tools & Technology • Increase knowledge, leverage best practices, and boost

productivity while benchmarking the technology and trendsp y g gy

Certifications - ITPros, Organisations• Develop IT skills for employees organisations and students• Develop IT skills for employees, organisations and students

Advocacy and Impactful Leadershipy p p• Address key global policy issues and develop industry standards

Phil thPhilanthropy• Helping those in need of support through the Educational

Foundation

CompTIA Members in the UKp

Vendors Resellers Education

Global CertificationsGlobal Certifications

E l d h h kill d h j bEnsures employees and partners have the skills to do the job:

• More than 1 million CompTIA certified• More than 1 million CompTIA certified professionals worldwide

• Used by industry: Dell, Xerox, Ricoh, Sharp, Cisco, IBM, Lenovo, Intel

• Globally - recognized, vendor-neutralcertifications in:

o Networkingo Securityo PC Repair

o Server Technologyo VoIPo Project Managemento PC Repair o Project Management

How are CompTIA Certifications created?p

• The industry identifies a skills issue

• Needs validation of skills to do a job

• To create core competencies at a foundational level skills that are vendor neutral and industry endorsedneutral and industry endorsed

• Stepping stone to  industryprogrammes

Certification RoadmapCertification Roadmap

Ricoh underpin learning 

MCSA / CCNACompTIA Security +

aster L

evel

KA7 IT Service Master (FSE4)Mandatory Skills + Vendior Certifications

Vendor Accreditations

with CompTIA:internal engineers

KA9 PP Pre-sales Engineer KA5 S l ti M t (FSE5/PSE2)vel

IT Service

Ma

KA6 Basic IT Service EngineerMCP

CompTIA Server+CompTIA Network +

g(PSE-PP)

Mandatory SkillsCompTIA Security + GW Scanning Basic colour managementCompTIA Server + Ricoh controller Fiery Controller

Network Management GW Printing Network Managementsmart Device Monitor PCL/ PJL Ricoh controllerGW Security Features LDAP Network Printing for windows

Mail MicropressLDAPM il

Mandatory Skills

KA5 Solution Master (FSE5/PSE2)

Solutio

n Mas

ter lev

e

Mail

CompTIA CDIA+

CompTIA N+

GW Printing - GW ScanningLDAP Ricoh controller Workflow Design

Network Management GW PrintingCompTIA A+/PDI+ GW Scanning

CompTIA N+ Network Printing for windowsColor Management Basic colour management KA8 PP Master (FSE2)

Fiery Controller Mandatory Skills

Mandatory Skills

yMas

ter L

evel

KA4 Connectivity Master (FSE4/PSE1)

Fiery Controller Mandatory SkillsMail SmartDeviceMonitor Workflow understanding

Fiery system 8Colour management

Network Printing for windowsCompTIA A+

CompTIA Network+CompTIA A+ Network Printing for windows Network Printing for windows

CompTIA Network+ Ricoh controller Media Qualification

Con

nectivity

Mandatory SkillsKA3 Basic Connectivity Engineer (FSE3)

Mandatory skills Electives Electives Mandatory skillsDigital Imaging 2x Cat 2/3 Products 2x Cat 4/5 Products Digital ImagingBasic Printing Basic Printing

Basic Ricoh Controller Basic Ricoh ControllerBasic Colour Basic Colour

Troubleshooting TroubleshootingPC Basic PC Basic

Basic colour management Basic colour managementB i S i ( )

High Volume (KA2e)

ce M

aster L

evel

MFP (KA2a/c)KA2 Service Master (FSE2)

Basic Scanning(c)

Basic Colour TroubleshootingBasic Printing Digital Imaging

KA1-B/W Master (FSE1)Service

Electives2x Cat 1/2 b/w Products

Mandatory

Some examples : a channel mandateSome examples : a channel mandate

Success StoriesSuccess Stories

Intel EMEA – recognise and recommend CompTIA certifications, including A+ for their channel 

i h i kill d ff ipartners to improve their skills and effectiveness

“A CompTIA certification means our customers can lead in an informed manner, with the confidence to deliver local solutions with trusted technology.”Cliff JackaEMEA Reseller Channel Operations IntelEMEA Reseller Channel Operations, Intel

Enterprise Certification framework - Dellp

Dell InternalPrograms

DCSE  ‐desktops/Notebooks

DCSE –Server 

DCSE ‐ Storage

Specialisations EMC            OraclepNon‐Microsoft RHCE           Solaris

Vendor SpecificCertifications

MCP MCPMCDST

MCSAMCSE

MCTSMCITP

Vendor NeutralPlatform 

A+ A+Network+

Server+  Network+Storage+ 

Linux+ Security+Virtualisation+

Certifications Client/PC Basic Enterprise Enterprise High EndCertifications Client/PC Basic Enterprise Enterprise High End Enterprise

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Dell Montpellier Case Study: A th i d S i C t ASC G ld

S f O

Authorised Service Centre ASC Gold

Feedback and Summary from Olivier Fauveau:

C t t ti d fid i• Customer retention and confidence increase• Customer experience ratings increased• Repeat and make mandatoryRepeat and make mandatory• Directly increased morale and staff turnover• Supported sales and marketing opportunities

12

Dell Montpellier Case Study: Authorised Service Centre ASC GoldAuthorised Service Centre ASC Gold

Outcomes, ROI and Dell Customer Value

• 10% increase in Customer Experience ratings*

• 10% reduction in time taken per technical call (to resolution)*• 10% reduction in time taken per technical call (to resolution)*

* stats confirmed by Jean-Pierre Berone (Dell site Customer Service Director) stats confirmed by Jean Pierre Berone (Dell site Customer Service Director)

13

Dell Montpellier Case Study: Authorised Service Centre ASC Gold

Q

Authorised Service Centre ASC Gold

Quotes

“the support from CompTIA has had a direct impact on our ability to increase“the support from CompTIA has had a direct impact on our ability to increase customer satisfaction. We worked closely together as a team and achieved exceptional results for our customers and our staff”.

Diego Ripamonti – Program Manager, Dell Montpellier

“to increase customer satisfaction by another 10% on top on top of this is truly extraordinary. It puts Dell well ahead of the industry average”

Jean-Pierre Berone – Customer Service Director, Dell Montpellier

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Certification/Certificate PortfolioCertification/Certificate Portfolio

1515

Entry to Expert Career Pathway

Expert Expert –– Industry Series (future) Industry Series (future)

CompTIA Certification Levels

Recognized P f i l

Specialization Specialization CertificatesCertificatesMaster Master –– Practitioner Series (future)Practitioner Series (future)

IT TechnologistIT Technologist IT Executive OfficerIT Executive Officer IT  Management IT  Management Professional

Professional Professional –– Plus SeriesPlus Series

• IT for Sales• Green IT• Cyber Security**

H lth IT**

Advanced Advanced Security Security 

Advanced Advanced Health IT Health IT 

AdvancedAdvanced

Capstone Capstone Cloud Cloud 

Computing Computing 

Careers

• Health IT**

**Placeholders

HardwareCertifications

SystemsCertifications

Project+CDIA+

MethodologyCertifications

JobsA+ Server+

N t k PDI

A+ Linux+ 

N t k G IT

Fundamental Fundamental –– Knowledge SeriesKnowledge Series

CTT+Database+ (future)

Network PDI+

Security+ CTP+

Network Green IT

Security+

Strata Strata ‐‐ IT IT Fundamentals Fundamentals CertificateCertificate

AssessmentsAssessmentsEntry

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CompTIA ‐ certification statisticsCompTIA  certification statistics

• Customer: 93% of customers say they are in good hands when working with individuals whom own IT certifications

• Employer: 84% of IT hiring managers say that IT certifications are used as a measure of a person's ability to work hard and achieve goals.

89% of IT hiring managers say that IT certifications help confirm subject

matter knowledge and expertise. Businesses that employ a high number of

certified help desk staff can handle 11 percent more phone calls and 28 percentcertified help desk staff can handle 11 percent more phone calls and 28 percent

more field service calls than businesses with a low number of certified helpdesk

Staff

• Individual:  71% of CompTIA certified individuals say their employer is able to gain business by promoting to customers/prospects that IT staff are certified.

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IT Vendors who use CompTIA certifications

• Kyocera

I t l“Sharp recommends CompTIA PDI+ as a base level qualification for the MFP Technician, and have included it as part of the Sharp Technical Accreditation • Intel

• HP

• Lenovo

, p pScheme”.Clive Allen, Technical Support Manager ‐ Sharp

Lenovo

• IBM

• Hitachi

“Ricoh have chosen to partner with CompTIA to underpin our  technical training. Ricoh are committed to ensuring all service engineers (at all levels) achieve this qualification. This starts from our service academy, where it is 

d t lifi ti th h t t i d i• Sharp

• Xerox

Ri h

now a mandatory qualification, through to our most experienced engineers and support colleagues. Ricoh are delighted to partner CompTIA in the development of this new industry standard accreditation. The validation of this qualification will allow Ricoh a competitive advantage in the 

k t l ”

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• Ricoh marketplace”.Roger Gretton, Customer Services Director ‐ Ricoh UK

Top 5 Reasons to CertifyTop 5 Reasons to Certify

Get Certified and Get AheadGet Certified and Get AheadIn this tough economy, your success in finding a new job or advancing your career track depends on you. Employers are looking for skilled employees who don’t require job training, and can hit the ground running and impact their organizations quickly.

Learn New Skills to Get a Job

Retain your Job and Salary

Want to Change Jobs

Stick Out from the Resume Pile IT is Everywhere

Certifications are essential

credentials that

Make your expertise stand above the rest

Certifications qualify you for

new opportunities, Hiring managers

IT is needed in most companies

across credentials that prove you have the knowledge

and skills to perform.

above the rest. Competence is usually retained during times of

change.

pp ,whether locked into a current

job, see limited advancement or need to change

g gcan demand the strongest skill

set.

industries. Predictions are there won’t be enough trained professionalsneed to change

careers. professionals.

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Trends developing and CompTIA’s roleTrends developing and CompTIA s role

• ICT Industry forecasted to grow in next 5 years

500 000 it i d• 500,000 new recruits required 

• 25,000 IT jobs available at any one time in IT

D li i b f f i l h i IT• Declining number of professionals choosing IT careers

• Aging populations mean a reduction in skilled workers

• Fewer skilled workers entering the workforce

• Skills in demand will be higher‐level with lower‐level kill ff h dskills off‐shored

Beyond the UK – a global workforce development drive

Thank you

geaton@comptia.org

mpoyiadgi@comptia.org