January 21, Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

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2 Purpose Provide an overview of ITSS 2015 Encourage you to become involved Provide information of value to you

3 Agenda Welcome ITSS Directions for 2015 ITSS Initiatives CompTIA Certifications: How they can help your Business Close

4 THANK YOU 2014 ITSS EXECUTIVE COUNCIL

5 Thank You! Mark DiGregorio, Site Tech Services Kevin Joyce, Field Solutions

6 Thank You! Mike Moore, DEX Megan Pradhan, Panasonic

7 Thank You! Jim Walters, All Covered

8 WELCOME 2015 ITSS EXECUTIVE COUNCIL

9 ITSS Executive Council Angel Angel Pineiro ASI System Integration Executive Council Chair George Harris OnForce Executive Council Vice Chair

10 ITSS Executive Council Aaron Acker Worth Ave. Group Steve Doran Symantec Corporation

11 ITSS Executive Council Tim Gallegos Tolt Robert Hausman Global Convergence, Inc.

12 ITSS Executive Council Colleen Howley Marathon Deployment Joe Iovineli SmartSource Inc. Joe Iovineli

13 ITSS Executive Council Earl Keizer Business Continuity Technologies Eric Long IT Solutions

14 ITSS Executive Council Shawn Mason Hewlett-Packard Shannon Moran Brother International

15 ITSS Executive Council Richard Rysiewicz Synnex Corporation

16 ITSS DIRECTIONS FOR 2015

17 ITSS Scorecard IT Services & Support (n=90) Change Size Attendance Customer Satisfaction 86% 72% 14% Initiative Relevance 78% 71% 7% Leadership 81% 65% 16% Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 17

Directions Provide information on tomorrow s tech Increase engagement through focused initiatives with clear, and relevant deliverables Increase

18 Directions Provide information on tomorrow s tech Increase engagement through focused initiatives with clear, and relevant deliverables Increase the number of millennials who are members of ITSS Increase communication.. newsletters, video blogs, blogs, social media, live and virtual meetings

19 Become Involved Suggestions What information will help you be more successful? What are you looking for from your community?

20 Become Involved Suggestions Recommend topics and speakers for meetings Present at community meetings or webinars Attend community meetings Participate in an initiative Check out the ITSS website

21 ITSS INITIATIVES

22 Initiatives/Projects Video Blog Series: Tomorrow s Tech Talent Acquisition

Video Blog Series: Tomorrow s Tech Howard Cohen Chief Resultant HMC Write

24 Tomorrow s Tech Series Remaining Relevant: What IT Service & Support is Really About The New Convergence: Cloud, Mobility, Voice, Video, and the Internet of Things The Information Technology Professional The Doctor is In Remaining Profitable: Where the Cloud Really Fits In Our Business Leveraging Cloud Series: Wrap These Services Around Cloud Subscriptions for Higher Initial Profit Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 24

25 Warranty Collaboration Objective: OEMs and service providers collaborate to jointly address the communication tower. Deliverable: a framework of communication among stakeholders as well as suggested methods of communication to these stakeholders.

Talent Acquisition Objective: increase the talent pool in IT Deliverable: a chart that shows job information and earning potential at all phases of an IT career based on the role

26 Talent Acquisition Objective: increase the talent pool in IT Deliverable: a chart that shows job information and earning potential at all phases of an IT career based on the role Provide information to business owners that can help with hiring and guide career advancement Help people understand the potential in IT careers and how to proceed to start and find IT careers

27 A Day in the Life

ASC (Authorized Service Center) as Trustmark Member Input April 1, 2014, at AMM September 23, 2014 at a virtual meeting Recommendations Incorporate ASC into the trustmark

28 ASC (Authorized Service Center) as Trustmark Member Input April 1, 2014, at AMM September 23, 2014 at a virtual meeting Recommendations Incorporate ASC into the trustmark credential model The trustmark business process validation would be a good addition to ASC Next Steps The Trustmark team will lead the process and request involvement from ITSS as needed

29 We need volunteers. Talent Acquisition We also need social media mavens

30 Kirk Smallwood Senior Director, US Academic Sales CompTIA COMPTIA CERTIFICATIONS: HOW THEY CAN HELP YOUR BUSINESS

31 31 IT Services and Support Community Kirk Smallwood Sr. Director, US Academic Sales Wednesday, January 21, 2015

32 COMPTIA CERTIFICATIONS

33 Advancing the Global IT Industry for 30+ Years Supporting 10,000+ members Partnering with schools and IT training groups worldwide Certifying IT professionals in 100+ countries Headquartered outside Chicago with offices in London, Tokyo, India, South Africa & Washington, D.C. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 33

35 CompTIA Global Outreach Steady increases in CompTIA awareness worldwide 3-fold increase in CompTIA media coverage during Major Milestone: 1 Million A+ certified professionals 270% increase in Certifications media coverage (7,000 hits) 67 Speakers at industry events worldwide 211,000+ social media followers Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 35

CompTIA Certifications CompTIA Mastery Certification for advanced IT professionals CompTIA Professional Certification for IT professionals with some experience ios Edition Android CompTIA Specialty

36 CompTIA Certifications CompTIA Mastery Certification for advanced IT professionals CompTIA Professional Certification for IT professionals with some experience ios Edition Android CompTIA Specialty Certification for business and IT professionals in a niche or emerging market CompTIA Basic Certification for individuals considering training for a career in IT Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 36

37 Top Certifications to Get You Hired 10 MCITP 1 CompTIA A+ 2 PMP 9 ITIL 8 CISSP Top 10 IT Certifications that Help Workers Get Jobs 3 CCNA 4 CompTIA Security+ 7 MCP 6 CompTIA Network+ 5 MCSE Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

CompTIA Career Roadmap Copyright (c) 2014 CompTIA

40 A+ and Network+ We know that computers have become less expensive and more modular. Yet there is a need for more technical support and help desk jobs than ever before! Corrections DMV Courts Municipal County State Federal Law Enforcement We ve moved beyond traditional break fix thinking. Message Switch We still talk repair, but we focus on services that are vital to the industry today Troubleshooting Login and authentication support Basic networking Communications skills Responding to security attacks Copyright (c) 2015 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

41 The new Network+ exam More emphasis on security Network technicians and administrators working at this level will likely not be security experts right away. But, they have to work closely with security experts. Changes include: Less emphasis Corrections on network installation. Now, the focus is on network troubleshooting DMV Message Switch Certified individuals Courts will need to k now how to with both traditional TCP/IP, as Municipal well as with IPv6 County Individuals will need to State know how to manage more services, including those that provide name resolution, Federal IP address management, and authentication Law Enforcement Wireless and mobile technologies are also addressed The cloud is also addressed. Yes, we have Cloud+, but Network+ also has a cloud element Copyright (c) 2015 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

42 The new Security+ and CASP exams We have updated our entire security suite! Security+ changes include: CASP changes include: Emphasis on mobile security Risk management concepts Cloud security issues, including sharing information and connections with third parties Attack recognition and response Corrections DMV Courts Message Switch Managing encryption Municipal and cryptography Securing storage County State Conducting Federal audits Improved incident Law Enforcement response Copyright (c) 2015 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

43 CERTMASTER 43

Meet CompTIA CertMaster The revolutionary new learning solution from CompTIA that combines the latest brain science with powerful technology to help learners: Master the information they

44 Meet CompTIA CertMaster The revolutionary new learning solution from CompTIA that combines the latest brain science with powerful technology to help learners: Master the information they need to learn quickly Recall the information when it counts Remember the content long-term Perform with confidence Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

45 What makes CompTIA CertMaster different? Brain science. The software combines deep research from : Neurobiology Cognitive Psychology & Game Studies With big data analytics to deliver dramatically enhanced learning helping learners learn the information they need to know quickly and retain it longer which translates to better performance. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

Moving the Needle on Learning The core learning platform that powers CertMaster has been used successfully by leading organizations to move the needle on learning.

46 Moving the Needle on Learning The core learning platform that powers CertMaster has been used successfully by leading organizations to move the needle on learning. Using this platform 180 million adaptive learning experiences have been delivered resulting in: 50-75% decrease in training/study time to competency 80% knowledge retention after 12 months vs. less than 5% from traditional learning methods Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 46

47 Once learners have answered, they receive immediate feedback on their result (correct, incorrect, partially sure, etc.) WITHOUT SEEING THE CORRECT ANSWER. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

excelling What topics need additional class review Student progress and completion data for an

48 7 standard reports CertMaster provides 7 standard reports for use by Instructors or managers to provide unparalleled insight into learner knowledge and gaps: Where learners are struggling or excelling What topics need additional class review Student progress and completion data for an individual learner or for the entire class Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

50 ILLINOIS DATA SHARING PROJECT 50

51 CompTIA s Shared Data Set State of Illinois exam takers. Candidates who opted in to share information. Data elements: 1/1/2005 to 12/31/ ,412 records provided. 1,825 Certified: A+ (2 part) 1,118. Network Security Project Misc 14. 1,587 Not Certified. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 51

52 Employment and Average Earnings Certified: 814 IDs Not Certified: 574 IDs Exam Quarter Employment Certified: $6,713/Quarter Not Certified: $5,149/Quarter Exam quarter Average Earnings were $1,534 higher for certified students. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 52

53 Employment and Median Earnings: 3 rd Post Exam Quarter Results Certified: 814 IDs Not Certified: 574 IDs Exam Quarter Employment Certified: $6,713/Quarter Not Certified: $5,149/Quarter Exam quarter Average Earnings were $1,534 higher for certified students. Certified: $5,302/Quarter 3 rd Post Exam Median Earning 3 rd post exam Median Earnings were $1,699 greater for certified students. Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 53

54 Employment and Average Earnings: 3 rd Post Exam Quarter Results Certified: 814 SSNs Not Certified: 574 SSNs 3 rd Post Exam Average Earnings Certified: $7,537/Quarter Not Certified: $5,288/Quarter 3 rd Post Exam Average Earnings were $2,249 greater for certified students. Average Earnings Gains: 3 rd Post Exam vs. Exam Quarter Certified: +12.3% Not Certified: +2.7% Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 54

55 MARKET TRENDS 55

56 Plethora of IT Jobs Open 500,000+ IT jobs open in the U.S. 9% of all jobs open in the U.S. are in IT. According to Labor/Insight (Burning Glass Technologies) Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 56

57 Which IT Skills Do Employers Need Most? Networks / infrastructure Database / information management Server / data center management Storage / data back-up Help desk / IT support Data analytics / business intelligence Printers, copiers, multifunction devices Security / cybersecurity Customer relationship management (CRM) Web design / development Source: CompTIA Market Research 2013 Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org 57

Top IT Skills IT Professionals Plan to Pursue IT knowledge / skills IT pros would like to further develop over the next two years Security / Cybersecurity 53% Networks 44% Cloud computing Servers

58 Top IT Skills IT Professionals Plan to Pursue IT knowledge / skills IT pros would like to further develop over the next two years Security / Cybersecurity 53% Networks 44% Cloud computing Servers Virtualization 31% 34% 36% IT support 25% App development / Programming Storage Mobility Database management Project management Training / Teaching 20% 19% 19% 19% 18% 16% 94% of IT pros plan to pursue more training in at least one area. Note: Nearly all respondents (95%) are already certified in CompTIA A+ (68%), Network+ (51%), or Security+ (48%). Source: CompTIA s 2 nd Annual IT Career Insights study Base: 1,440 U.S. IT professionals

59 Salaries and Job Growth for Core IT Positions Salaries 10 Year Job Growth Projections ONET Code Core IT Occupation Average Annual Salary Projected NET New Jobs % Change Computer and Information Systems Managers $120,950 50,900 15% Computer and Information Research Scientists $102,190 4,100 15% Computer Systems Analysts $79, ,700 25% Information Security Analysts $86,170 27,400 37% Computer Programmers $74,280 28,400 8% Software Developers $93, ,700 22% Web Developers $62,500 28,500 20% Database Administrators $77,080 17,900 15% Network and Computer Systems Administrators $72,560 42,900 12% Computer Network Architects $91,000 20,900 15% Computer Support Specialists $48, ,000 17% Computer Occupations, All Other NA 7,800 4% Computer Hardware Engineers $100,920 6,200 7% Computer, Automated Teller, and Office Machine Repairers $36,620 5,100 4% Total NA 713,500 17% Source: U.S. Bureau of Labor Statistics - Occupational Employment Statistics, January 2014

61 Certification as a Service Let s talk about some of the services that CompTIA is looking to offer... CompTIA Virtual Technical Support An Uber-like technical support service A virtual internship experience Open to CompTIA certified individuals who can gain their first experiences in IT support Individuals can then show their validated experience to potential employers CompTIA Certified Instructor Helps instructors learn more about what is happening in the IT industry Instead of listening to publishers or to a single manufacturer or software vendor, instructors can get unique information directly from CompTIA Instructors will be able to exchange ideas, including lesson plans, approaches for creative labs, and so forth Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

Coming Down the Pike Replacing the traditional testing center Proctor via a Webcam Anywhere Proctored Proctorless approaches Keystroke analysis Corrections DMV Courts CertMaster, IT Fundamentals, and

62 Coming Down the Pike Replacing the traditional testing center Proctor via a Webcam Anywhere Proctored Proctorless approaches Keystroke analysis Corrections DMV Courts CertMaster, IT Fundamentals, and CyberSecure Combining testing with training Municipal County State Federal Law Enforcement Message Switch We provide content along with certification Academic Focus Copyright (c) 2015 CompTIA Properties, LLC. All Rights Reserved. CompTIA.org

63 CLOSE

65 THANK YOU! For more information about ITSS contact:

October 21 22, 2014 Introduction to CompTIA, Communities, and ITSS

October 21 22, 2014 Introduction to CompTIA, Communities, and ITSS CompTIA Big View CompTIA Member Communities IT Services & Support Who is CompTIA? Global, Not for Profit, IT Industry Trade Association