RE: CISSP Question

["April Carson" <ACarson () HNTB com>]

Fair enough. Now to change this thread in a little different direction.
I received the enclosed notification of a certification that combines
the Help Desk Institute and Microsoft. My background being in call
centers and support for many years I find this interesting. Has anyone
any thoughts on this and possibly its value in the Help Desk arena?

HDI(r) Recognized in Microsoft's New Generation Certification 


COLORADO SPRINGS, COLO. - May 8, 2007 - HDI, (http://www.thinkhdi.com)
the world's largest membership association for IT service and support
professionals and the premier certification body for the industry, today
announced an agreement with Microsoft Corp. that recognizes HDI Support
Center Analyst Certification along with Microsoft Certified IT
Professional (MCITP) Certification as a new generation of Microsoft
certification. 

Microsoft's New Generation Certification program for IT service and
support professionals focuses on both technical expertise in designing,
developing, implementing and supporting solutions with Microsoft
products, as well as the customer service and IT service management
skills including business processes, trouble shooting and communication
that are core elements of HDI Certification. IT service and support
professionals who currently possess HDI Support Center Analyst are
eligible to apply for Microsoft's New Generation Certification. 

"The evolving support industry demands that IT service and support
professionals be not only technically qualified to solve problems, but
also have the customer service and IT service management skills
necessary to satisfy the customer. Microsoft recognizes that delivering
high quality service and support requires more than just technical
abilities and understanding. Customer service and IT service management
skills are also vital," said Bill Wall, director of certification,
Microsoft. "Selecting a certification to meet these requirements was
done with careful consideration. In HDI we chose a recognized global
industry leader that was focused on service management skills and that
was technology neutral. HDI Certification combined with the MCITP
Certification meets the needs of the support industry."

"We are very pleased to have participated in this effort with Microsoft,
a worldwide leader in IT software, services and solutions," said Ron
Muns, founder and CEO, HDI. "HDI and Microsoft have determined the
essential skills for well-rounded IT service and support staff and has
delineated the optimal certification career path for these
professionals. This new certification is in part the result of that
collaboration. Microsoft's New Generation Certification demonstrates
that the support industry is maturing and that IT support professionals
need to have both technical skills and customer service skills. This new
certification will help to further strengthen the profession." 

For more information, visit - http://www.thinkhdi.com/microsoft

-----Original Message-----
From: David Harley [mailto:david.a.harley () gmail com] 
Sent: Thursday, May 10, 2007 8:01 AM
To: April Carson; 'Simmons, James'; 'Yousef Syed'
Cc: security-basics () securityfocus com
Subject: RE: CISSP Question

> time. I do not believe there is a hard and fast answer to 
> this discussion of degree vs.
> certification.

Of course there isn't. That's because one is not a substitute for the
other,
-or- for experience. And in some circumstances, you might prioritize
other
personal qualities over any of these. 

The problem I have with this thread is that it keeps reverting to an
"either/or" viewpoint. The 11th law of data smog: "Beware stories that
dissolve all complexity." 

-- 
David Harley CISSP, Small Blue-Green World
Security Author/Editor/Consultant/Researcher
AVIEN Guide to Malware:
http://www.smallblue-greenworld.co.uk/pages/avienguide.html
Security Bibliography:
http://www.smallblue-greenworld.co.uk/pages/bibliography.html




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