Help Desk Chapter Seven Resources


	Help Desk Chapter Seven Resources

Chapter 7 - User Support Management

Software Support Professionals Association (SSPA)
www.supportgate.com/certifications/scp/mini_assessment.doc

Erlang Calculator by: Westbay Engineers
Note: there is nothing wrong with this URL.
www.erlang.com
-- Online Traffic Calculators
-- Call Center Calculator

Training needs report by: GartnerGroup
Update: original article no longer available. For a comparable article on strategies for training help desk staff, see:
www.techrepublic.com/article.jhtml?id=r00320010618jnw01.htm&page=1

Project Management Institute
www.pmi.org

Table 7-1 - Examples of Vendor-specific certifications

Vendor	URL
Microsoft	www.microsoft.com/trainingandservices/default.asp?PageID=mcp
Cisco	www.cisco.com/warp/public/10/wwtraining
Novell	www.novell.com/education/certinfo
Oracle	www.oracle.com/education/certification/
Sun	www.sun.com/developers/certification

Table 7-2 - Examples of General, Industry-wide Certification Programs

Organization	URL
CompTIA	www.comptia.org
Chauncey Group (ETS)	www.e-assessment.com
Linux Professional Institute	www.lpi.org
Association of Web Professionals	www.helpdeskinst.com
Help Desk 2000	www.stiknowledge.com/certification_advisory/courses.asp

Mindleaders
link.mindleaders.com/e-learn/default.asp

CDi Communications
www.netwind.com/html/mcdba.html

Benton Technologies
www.e-learningcenter.com/demo.htm

InfoSource
www.howtomaster.com/default2.asp

handtech.com
NOT AVAILABLE

Other Training and Certification Vendors
http://dmoz.org/Computers/Software/

Coriolis Group's ExamCram Web site
Update: Although Coriolis Group went out of business in April, 2002, many of its Exam Cram titles can still be purchased at online booksellers, such as www.half.com . Other online certification exam preparation resources include: Transcender Corporation (www.transcender.com ), ExamWeb (www.examweb.com ), and New Horizons (www.newhorizons.com , click on Certifications tab to learn about each type of certification)

To learn more about computerized adaptive testing, see:
www.windowsgalore.com/cert/adaptive_testing/index.htm

Brainbench.com Free Certification Test
www.brainbench.com/xml/bb/homepage.xml

Transcender Corporation
www.transcender.com

TechRepublic
www.TechRepublic.com

Information Technology Association of America (ITAA)
www.itaa.org/workforce/studies/hw00execsumm.htm

ITAA code of ethical standards
www.itaa.org/itserv/ethics.htm

Table 7-3 - User Support and Help Desk Professional Associations

Association	URL
Help Desk Institute	www.helpdeskinst.com
Association of Support Professionals	www.asponline.com
Information Technology Association of America	www.itaa.org
Software Support Professionals Association	www.supportgate.com/community/sspa/index.html
Network and Systems Professionals Association	www.naspa.com