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CompTIA unveils two new certification exams

The Computing Technology Industry Association (CompTIA), a provider of vendor neutral certifications for professionals in the information technology industry, has announced it has expanded its CompTIA A+ certification by offering two new exams tailored specifically to IT repair and support jobs.

The CompTIA A+ 220-603 exam is intended for remote support technicians, help desk technicians and call center technicians. This credential requires knowledge of hardware and software, with added elements of security and soft skills, as well as safety and environmental issues. The CompTIA A+ 220-603 focuses of applying these technologies and skill sets in scenarios involving troubleshooting and interacting with customers remotely via the telephone or e-mail. The CompTIA A+ 220-604 exam does the same for depot, repair bench or other scenarios emphasizing computer repair and troubleshooting.

The new exams further expand CompTIA's offerings. Two exams, CompTIA A+ Essentials and CompTIA A+ 220-602, were launched earlier this year.

Neill Hopkins, vice president, skills development, for CompTIA, explained that the vendor neutral nature of CompTIA certifications will benefit the channel because the exams allow organizations to eliminate redundant training and certification costs from their operations.

"By relying on an industry-accepted standard for these skills, employers do not have to conduct their own individual training programs where the same baseline of knowledge is taught," Hopkins said. "The foundation skills associated with computer hardware, software and operating systems is consistent whether you work for company A, B or C."

He said the other benefit of having service technicians certified with CompTIA's A+ certification is that they are better prepared to do their jobs. The exams validate a computer service technician knowledge with the equivalent of 500 hours of hands-on experience.

CompTIA regularly surveys IT managers to gauge the impact its certifications have on their operations.

According to Hopkins, the responses from IT managers who oversee help desk and field support indicated that productivity was greatly improved and employee turnover was reduced by employing a high percentage of CompTIA A+ certified personnel.

Hopkins said that high certification help desks can handle 11 per cent more phone calls per employee than low certification help desks as well as handling 28 per cent more field service calls and handle an average help desk work load at a total salary cost that is 8 percent lower than low certification help desks.

Approximately one million technicians around the world hold CompTIA certifications. Hopkins said that the design of the CompTIA A+ suite of products was, in large part, derived from the feedback they received from numerous domestic and international users of the certification, including CompTIA members, service organizations, government agencies, academic institutions, training organizations, and individual certification holders and candidates.

"The changes are in line with what we've seen in our industry and what we have heard from the many users of CompTIA A+ certification," Hopkins said.

According to CompTIA research, employers cited on-the-job experience as the most important skill related to an IT position. Knowledge of computer operating systems and "soft skills" were also named the most important knowledge and/or skills gained from certification programs.

"The reason that so many individuals seek our certifications, and why so many organizations require or strongly recommend them for their IT staffs, is because CompTIA certifications help make their IT operations run more efficiently," he stated. "For job seekers, CompTIA certification provides them with a recognized, respected credential that validates their ability to meet today's job requirements."