Certification Magazine - January 2008 - (Page 7)

ing off or when a flight’s going to be landing, you don’t actually speak to a person — you speak to a computer interface. And a lot of companies are adopting that technology, trying to be more efficient.” One of the foremost challenges in adopting such technology is customer push-back, because it’s human nature just to hang up on a robotic voice on the other end of the phone. “This is logical, especially in the case of self-service animation, because if we’re blunt about it, in the past, there have been some very poor deployments that have been put out to the general public and have angered people,” Ryan said. “But when you look at the deployments that have come out over the last couple of years, they’re significantly more functional than what we would have seen even five years ago. And, I think the more people use these deployments, the more comfortable they’re going to become.” Datamonitor predicts companies will move toward making it impossible for end users to simply refrain from pushing any buttons in an effort to confuse and, therefore, bypass computer interfaces by phone. “Companies that are doing this now, they’re making it very difficult to actually confuse the system,” Ryan said. “What’ll happen is you just won’t be able to get through to an operator unless you follow a set pattern.” Program Updates • The Open Group announced plans for a new certification level within their IT Architect Certification (ITAC) program. The Distinguished Certified IT Architect certification is the third of three levels within ITAC, following mid- and entry-level certifications. The two current levels represent more than 2,000 ITAC-certified individuals from companies such as HP, EDS and IBM. • ISACA announced a new certification in Governance of Enterprise IT (CGEIT) for professionals with significant management experience in IT governance — applying risk management and performance metrics to IT systems. Highly experienced professionals can fall under a grandfather provision, having shown a lengthy career of impact in the field. 8 – Daniel Margolis, dmargolis@certmag.com ONLINE DEGREES IN TECHNOLOGY Use your IT CERTIFICATIONS to accelerate your DEGREE ONLINE. Microsoft, Sun, Oracle, Cisco, Comp TIA, SAS, PMI, GIAC or (ISC)2 certiﬁcations could waive up to 25% of your fully accredited bachelor’s degree. Call us today at Here’s what you can get from the online degree programs offered at Western Governors University: 1-800-375-8892 or visit us online at www.wgu.edu/cm14 07-17680_WGU_ad_SLC_IT_Cert_7x5_4c_[01].indd 1 Flexible ONLINE learning Up to 9 certiﬁcations built in at no extra cost Programs in Networks, Databases, Security, Software and IT Management 10/19/07 11:43:46 AM http://www.wgu.edu/cm14 http://www.wgu.edu/cm14

Table of Contents Feed for the Digital Edition of Certification Magazine - January 2008

Certification - January 2008 Editor's Letter Contents Data Stream Tech Careers Academic Connection Dear Techie Virtual Village Making the IT Leap: How to Move Into the Industry Inside Certification Phoning It In: Telecommuting Systems and Networks Engineer Interface Band of Brothers: Why You Should Join an IT Association Ad Index Endtag

Certification Magazine - January 2008

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