ITSS Community Meeting. May 16, 2013

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1 ITSS Community Meeting May 16, 2013

2 Ground Rules Antitrust Reminder This meeting is being conducted in accordance with CompTIA's antitrust policy located at Recording This meeting is being recorded and will be available at the CompTIA ITSS website after the meeting. To Mute Your Phone To mute your phone: *6 To unmute your phone: *7

3 Meeting Purpose To provide information about and encourage participation in ITSS events and initiatives.

4 Agenda Welcome Introduction to the ITSS Community Initiative Updates Warranty Abuse Whitepaper ITSS Charity Selection for 2013 Input on ITSS Meetings Close

5 ITSS Executive Council Michael Schuler, Zylog Systems Executive Council Chair Angel Pineiro, ASI System Integration Executive Council Vice Chair

6 ITSS Executive Council Scott Chatten, Illinois Valley Business Equipment Mike Cox, Parts Now Mark DiGregorio Tolt Service Group

7 ITSS Executive Council George Harris, OnForce, Inc. Greg Magee, LaptopRepair.com Shawn Mason, Hewlett-Packard

8 ITSS Executive Council Mike Moore, DEX Angelo Simao, Sullivan and Coglinano Jim Walters, Samsung Electronics

9 Introduction to the ITSS Community Angel Pineiro, ASI System Integration

Mission The CompTIA IT Services and Support Community provides a forum for IT services industry executives to meet and discuss commonality within the service and support business.

10 Mission The CompTIA IT Services and Support Community provides a forum for IT services industry executives to meet and discuss commonality within the service and support business. This collaborative group: Crafts industry standards, best practices and initiatives Provides networking opportunities among IT services thought leaders Develops industry-specific education and tools Enhances the services industry s quality and productivity.

11 ITSS History & Highlights The ITSS community is the longest established group within CompTIA going back into the early 80 s with the Association of Better Computer Dealers (ABCD), the predecessor to CompTIA. Many of the other communities within CompTIA originally operated as a Special Interest Groups (SIGs) within ITSS. ITSS is perhaps best known for generating the initiatives which have impacted both the IT industry (and CompTIA). This includes: A+ certification (over 2 million), EWC Electronic Warranty Claims and CompTIA s ASC (Authorized Service Center) Gold Program.

ITSS Meetings Face to Face Meetings CompTIA Annual Member Meeting CompTIA ChannelCon Fall community meeting Virtual Meetings Virtual ITSS Community Meeting ITSS

12 ITSS Meetings Face to Face Meetings CompTIA Annual Member Meeting CompTIA ChannelCon Fall community meeting Virtual Meetings Virtual ITSS Community Meeting ITSS Webinar Webinar jointly sponsored by multiple communities Meetings are designed for active participation, education, networking and initiative development and advancement.

13 CompTIA Initiatives The CompTIA mission is to advance the IT industry One tool for doing this is community initiatives Initiatives Reflect the needs and interests of the community Stimulate new thinking and change for the industry Provide a leadership role for the community Provide a setting for people to come together and work on things they feel strongly about

14 CompTIA Initiative Steps 1. The community identifies topics of interest 2. The top several topics are selected by the community 3. An initiative proposal is written and submitted to CompTIA for approval (Are the resources available, does it conflict with other projects, does it meet anti-trust guidelines) 4. A group on community members volunteer to take on leadership roles for the initiative 5. The community works on the initiative 6. The initiative outcome/product is shared with the IT industry

15 Great minds discuss ideas; average minds discuss events; small minds discuss people. - Eleanor Roosevelt Current ITSS Initiatives and Projects Service/Warranty Abuse (US/International) Technician Certification Clearinghouse Service Tools and Automation Solution Sales Playbook The next great idea for a transformative initiative can come from anyone, even you!

16 Input on ITSS purpose What would you like to get out of your involvement with the ITSS community?

17 Initiative Updates Solution Sales Playbook Services Tools and Automation Technical Certification Clearinghouse Warranty Abuse White Paper

18 Initiative Update: Solution Sales Playbook Mike Moore, DEX

19 Sales Solutioning Initiative ITSS Background Started 2 years ago Last year, ITSS and CompTIA explored creating a certification in solution selling. There was not enough marketplace support to justify creating a certification. Current Status Solution Sales Playbook First Playbooks - Cloud-based Backup and Recovery and Cloud-based Storage. Due at 2013 ChannelCon: Quick Start Guide how to use Playbook ITSS Involvement Provide help on Solutioning depth in certain Playbooks

20 Initiative Update: Services Tools and Automation Scott Chatten, Illinois Valley Business Equipment

21 Services Tools and Automation Quick Start Guide Purpose Provide an inventory of current and emerging tools that can be used to enhance IT services. Using these tools can increase the quality of services provided, the quality of the technician experience, and profitability. Status The ITSS Community is working with CompTIA Education to confirm an outline of services tools. CompTIA Education will use the outline to create a Quick Start Guide (QSG) on this topic.

22 Initiative Update: Technical Certification Clearinghouse George Harris, OnForce

23 Technical Certification Clearinghouse Purpose Establish clearinghouse of current technical certifications By tech ID Allow companies to validate and track active certifications Status Currently exploring collaborating with IT Certification Councel (ITCC) Is there a way to work together to move initiative forward?

24 Initiative Update: Warranty Abuse Michael Schuler, Zylog Systems

25 Warranty Abuse Initiative Initiative Objective Develop a common voice to create a program that supports actions taken by the industry to reduce warranty fraud and service abuse Status The whitepaper will be available this summer. IT Industry Warranty and Service Abuse: Stealing Profitability! 25

26 Current ITSS Initiatives and Projects Service/Warranty Abuse (US/International) Technician Certification Clearinghouse Service Tools and Automation Solution Sales Playbook The next great idea for a transformative initiative can come from anyone, even you!

27 Input on ITSS Initiatives Initiative must be of sufficient interest/sufficient need to be selected by the community Initiatives must have clearly stated deliverables that can be Met through the work of ITSS and/or CompTIA Accomplished within one year The membership must be willing to work on/lead the initiative through regularly scheduled meetings

28 Input on ITSS Initiatives What topics/issues are of concern to you and your business? What topics/issues might be good to consider as initiative areas?

29 Warranty Abuse Whitepaper: Best Practices, New Threats, and New Opportunities John Mehrmann, Zylog Systems

30 Initiative Objective Initiative Objective: Develop a common voice to create a program that supports actions taken by the industry to reduce warranty and service abuse Co-Chairs Aaron Woods, Xerox Technical Services Sandy Ashworth, Unisys Angela Narvaez, HP

31 Accomplishments to Date White Paper Data Process OEM perspectives Service Provider perspectives Source 2011 Survey by CompTIA 2011 Survey by CompTIA Analysis of perspectives / survey results January 2012, ITSS community meeting March 27, focus group meeting Best practice recommendations OEM / Service Provider Focus Groups Select Partner to draft the White Paper Interview Industry Thought Leaders AMM 2012, ITSS community meeting Breakaway 2012 Focus Groups Fall 2012 Evaluate vendor Bids Jan / Feb 2013 Interviews by Zylog

32 Goal Next Objective: Publish a white paper that explores OEM and service provider perspectives of warranty and service abuse and opportunities for improvements. The White Paper includes Best Practices &Results New Threats New Opportunities

33 Common Objectives Common Financial Objectives: There is a genuine mutual interest to be fair, to honor warranty commitments, and to control abuse OEM community needs to contain and reduce costs caused by mistakes, misinterpretation, and abuse. (Abuse has many causes and many sources). Service Providers with good processes and good controls do not want to be penalized due to others with poor controls, and do not want other providers to have a financial advantage due to abuse.

34 Common Objectives Common Process Efficiency Objectives: There is a genuine mutual interest to improve processes, speed, efficiency and accuracy. OEM community desires better communication, simplified, lower cost, faster, greater awareness. Service Providers desire better communication, easier and earlier warranty confirmation, fewer rejections / earlier warranty identification. Everyone desires less misinterpretation, less cost.

The White Paper The White Paper includes: Perspectives of the OEM survey Perspectives of the Service Provider Survey Perspectives from the Group Forums

35 The White Paper The White Paper includes: Perspectives of the OEM survey Perspectives of the Service Provider Survey Perspectives from the Group Forums Perspectives from Interviews with Thought Leaders Perspectives frame learning from the past, current best practices, and a look ahead to the near future....

36 TOPICS Some of the Topics: Consumer Parts Abuse / parts by unit Counterfeit Parts Cosmetic / Plastic Parts Grey Market Consumer Abuse Serial Number by Customer (Define Ownership) Non-Warranty Repairs Data Recovery

37 TOPICS Some of the Topics: Taking care of the customer is top priority (right?) Warranty Authentication, OEM / TPA Failure Reason Identification Technician Abuse (individual behavior) Warranty Administration Warranty Claim Processing / Validation & Rejection OEMs doing things differently Integration of Systems / Data OEM and Service Provider communications

The White Paper includes How to How to apply the Learning: Apply data / system integration to improve process Apply standards improve process Apply service process innovation Apply Best

38 The White Paper includes How to How to apply the Learning: Apply data / system integration to improve process Apply standards improve process Apply service process innovation Apply Best Practices learned by others How does the changing product landscape shape the future of service and warranty issues Avoid New Risks (prepare for them) New opportunities (to leap frog ahead)

39 But wait, there s more... Unlock the Secrets: After two years of study, the findings will be released in the CompTIA White Paper It was an amazing journey that started as confirmation and affirmation, and culminated in illumination and some surprises. The secrets are revealed in the White Paper.

40 Watch for the White Paper Coming Soon: The White Paper is scheduled to be published in the next quarter of It is based on a two year study of findings and discoveries from the service community. To read up on the topics, the best practices, and How to address new trends already underway watch for the Warranty White Paper by CompTIA.

41 How to get the White Paper Watch for it! On CompTIA.org Announcement in the Daily SmartBrief Involvement in your community

42 Thank You CompTIA for the in-depth analysis of a topic that impacts the profitability of the OEM and the Service Provider Communities Thank you Aaron Woods, Sandy Ashworth, and Angela Narvaez for two years of dedicated effort and guidance to this initiative Thank you to the Thought Leaders who participated in the surveys and interviews

43 ITSS Charity Selection for 2013 Angelo Simao, Sullivan and Cogliano

44 Philanthropy Creating IT Futures Foundation CompTIA s philanthropic arm offers a $10,000 charitable donation on behalf of each community. The goal of CompTIA Member Community giving is to spread the wealth to organizations that ordinarily would not receive support from the Creating IT Futures Foundation while still supporting the mission of the Foundation

45 Charities Proposed by ITSS Members BDPA Education and Technology Foundation BDPA Education and Technology Foundation Transition Training Academy (TTA)

46 About: BDPA Education and Technology Foundation (BETF or BDPA Foundation) is a 501(c)3 non-profit charity, founded in 1992 to support the education and technical programs of Black Data Processing Associates (BDPA). Mission: To close the gap of computer and technology literacy and aid minority youth to participate and compete in today s digital economy. Students from historically disadvantaged communities to learn advanced computer science and community responsibility from chapters located around the nation. History and Results: Started in 1986 they began developing high school youth for future entrance into the IT industry as the Student Information Technology Education & Scholarship (SITES) program. Annually, 900 students are trained in after-school computer camps on the latest computer and Internet website developing languages as well as the much-needed industry knowledge and presentation skills.

47 About: Year Up is a one-year, intensive training program that provides low-income young adults, ages 18-24, with a combination of hands-on skill development, college credits, and corporate internships. Mission: Close the Opportunity Divide by providing skills, experience, and support to empower young urban students to reach their potential through professional careers and higher education. They achieve this mission through a high support, high expectation model that combines 6 months in classroom and 6 months paid internships at large firms focused on gaining careers in IT. History and Results: Started in 2000 with 22 students / 4,000+ alumni with 250+ Corporate partners. 1,900 students presently enrolled / 100% of qualified students placed into internships. 84% of graduates are employed or attending college full-time within four months of completing the program. Employed Year Up graduates earn an average of $15 per hour - the equivalent of $30,000 per year (prior income average is $10,000). Operating in nine cities - Atlanta, Baltimore, Boston, Chicago, Miami, NYC, Providence, Seattle, Bay Area

48 About: Genesys Works is a 501(c)(3) not-for-profit organization that enables inner-city high school students to break through barriers and discover through meaningful work experience that they can succeed as professionals in the corporate world. Mission: The training is designed to arm students with the knowledge they need to provide value to corporations in specific technical fields varying at each of their locations - Chicago, Houston, Twin Cities, Bay Area. In true partnerships with schools, achieve a new culture in inner-city schools in which the pursuit of a professional career becomes "the given" for all students. History and Results: Starting with only 10 students in 2002 and one corporate partner, the organization grew to serve hundreds of students who are now working in Fortune 500 companies in Houston. In 2008 successfully opened their first expansion site in St. Paul, MN. In 2012 there were 800 students overall and almost 100 corporate partners..

49 Transition Training Academy (TTA) About: The Transition Training Academy (TTA) helps warriors explore IT as a potential career and develop new skills with real-world applications to help secure future employment. Available to active-duty service members, spouses, and caregivers. Mission: Create a generation of Wounded Warriors who are economically empowered. with opportunities to pursue a meaningful career or own their own business. WWP offers higher education programs, information technology training, and employment assistance services to encourage economic empowerment. History and Results: Started in 2003 and granted tax-exempt status as a charity under 501(c)(3). The program helps students explore IT: as a potential career field, as a ramp for continuing education, to compliment an existing skill set or as an introduction in the language of networking systems as a launch pad for advanced-level course work at a local college or they may elect to achieve industry certifications, such as the CompTia A+, Network +, and the Security + certifications. Graduates of the program have earned industry recognized certifications, obtained full-time civilian employment, started businesses, or returned to service in IT-related military career fields

50 About: Student TECH CORPS delivers core information technology training to students through a structured, educator developed and tested program. Mission: Several IT focused programs delivering interactive STEM-related activities, tech training and certification to elementary, middle and high school students. The idea is to start early and continue engaging students in IT. History and Features: Located in Columbus, OH, the organization focuses on Middle School, 6th 8th and High School, 9th 12 th students. Four programs: Techie Club and Techie Camp for 3 rd to 6 th graders, and Student WebCorps and Student TECH CORPS for middle and HS students. Example: The Student Tech Corps delivers tech support training and certification to middle and high school students, and then harnesses their knowledge to power a Student-Run Help Desk in their school buildings or communities. Venue: After-school program or in-class Instruction: Content delivered by certified Student TECH CORPS Instructor

51 Rules of Voting Member Vote Vote by indicating your top two charity choices.

52 ITSS Community Charity Selection Thank you CompTIA For the generous donation on behalf of the ITSS Community Making a difference in our Global IT Community

53 Close

54 Joint Community Webinar ITSS Mobility Managed Services May 22, :00 11:00 CDT Supporting BYOD Initiatives The Need for You! Howard M. Cohen, Senior Resultant, The TechChannel Partners Results Group Register today:

55 Joint Community Webinar ITSS UC Managed Services Joint Community Research/Panel Discussion Webinar Maximizing Client Relationships by Optimizing Your Solution Stack May 29 th :00 CDT Register today:

57 Thank you! For more information about the ITSS Community contact Cathy Alper

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