This week, I had a chat with the experts on Kaseya’s certification program. The program officially launched in May of 2011, but a lot has happened since then. To catch up, I sat down for a Q and A session with Kaseya’s Director of Education and Learning, Tracy West Hernandez, and Florida International University Professor and IT Scholars’ President, Dr. Sadjadi.
Q: Tell me a little bit about Kaseya’s certification program.
Tracy West Hernandez: Kaseya partners with IT-Scholars to offer two certificates, Kaseya Certified Administrator (KCA) and Kaseya Service Desk Certified Administrator (KSDCA). Both certificates test a candidate’s general knowledge as well as actual hands-on by skills using a blend of multiple-choice questions and in-lab practicum scenarios. In fact, for those who make the investment in demonstrating their superior capability by getting certified, Kaseya will provide priority technical support.
Q: How does it work? Who should get certified? What does it cost?
Tracy West Hernandez: The Kaseya certificates are technical, and applicable to any administrator using Kaseya. To prepare for a certificate program, just enroll in either the Fundamentals or Service Desk course. A seat for the exam is included in the price of the course. Kaseya offers the curriculum in both self-paced and instructor-led to meet almost any schedule and any budget.
Q: Approximately many people have become certified since Kaseya started offering the program? How long does the program typically take?
Dr. Sadjadi: So far, approximately 600 KCAs and 30 KSDCAs have been awarded to 300 Kaseya partners from 24 countries around the world. The Fundamentals course is a five-day program, and the Service Desk is only 2 days. However, to accommodate the busy schedules of the workshop attendees, we allow certification tests to be taken within 90 days of beginning the course for Fundamentals and within 35 days of beginning for Service Desk. During this period, students can review the online training materials and practice lab exercises at their own pace.
Q: Why should a Kaseya professional get certified?
Tracy West Hernandez: Your company will receive benefits through the Priority Support, and you will be recognized for your expertise in IT Automation and Systems Management from the market leader.
Q: Is there a minimum amount of IT experience that you recommend prior to beginning certification?
Dr. Sadjadi: At a minimum, candidates for certification must have a working knowledge of computer networks (TCP/IP protocol, DNS, DHCP, and RDP), operating systems (Microsoft Windows Server and Workstations), a basic knowledge of computer hardware (CPU, RAM, and HDD), and familiarity with network devices (routers and printers). Experience as a system administrator is a plus, but not necessary. Familiarity with a programing or scripting language would also be a plus, but again, not necessary.
Q: What does a candidate have to do to become certified?
Dr. Sadjadi: Prepare! The curriculum includes access to a virtual lab with several hands-on exercises similar to what one would be asked to do on the job with Kaseya. These real-world skills are what the exam tests.
Q: One of the benefits of Kaseya certification is higher priority product support. Can you elaborate a little about how that works?
Tracy West Hernandez: Tickets are submitted directly to the appropriate support staff for the issue category and handled at a higher priority.
Q: Does that mean that any ticket that comes from a company that employs a Kaseya certified professional gets higher priority for support?
Dr. Sadjadi: No, only the tickets created by the Kaseya certified professional get a higher priority. In fact, if the certified individual leaves the company and there are no other KCAs on the staff, the company loses its priority support privilege. In other words, it is the individual who is certified, not the company, no matter who paid for the program.
Q: Can you share a little bit about the direction the Kaseya certification program is headed?
Tracy West Hernandez: Over the years, the Kaseya platform has continued to evolve to its current feature-rich state. More and more, we are noticing that our customers use the various modules of Kaseya to address specific issues. We expect our curriculum will mirror these major use cases, allowing us to help enable even more advanced skills.
Q: What is the next step for a system admin who wants to get Kaseya certified?
Tracy West Hernandez: Contact your Sales representative or Account Manager. He or she will walk you through the enrollment process.
Q: What else should those interested know about the Kaseya Certification programs?
Tracy West Hernandez: We want your ideas and feedback! We are investing in advancing our Education initiatives and want to hear from you what you would value. Please feel free to send all comments to [email protected] or to [email protected]