CompTIA Client Guide

Website Category www.pearsonvue.com Professional Revision Date Revision to Sections May 2011 2.6

Since 1982, CompTIA has supported and led the global IT industry through educational programs, market research, networking events, professional certifications, and political advocacy. CompTIA is member driven and is led by an elected board of industry professionals. All proceeds are directly reinvested in programs and initiatives that benefit our valued members and the industry as a whole. CompTIA also gives back to the industry through the CompTIA Educational Foundation, which provides education and training to individuals underrepresented in the IT industry, such as at-risk youth, dislocated workers, disabled workers, and veterans transitioning out of the military. CompTIA is known worldwide as the leading provider of vendor-neutral IT certifications. CompTIA certifications identify IT professionals who prove their aptitude in various fields, such as security, network administration, computer repair, and server administration. CompTIA Website: http://www.comptia.org CompTIA Certification Programs can be found at http://www.comptia.org/certifications/listed.aspx CompTIA Customer Service: http://support.comptia.org CompTIA has five tiers of Candidates: Non-Member, Members, Gold, Platinum and E2C. Each tier has its own pricing structure.

1.1

EXAM NAMES AND DURATION:

Exam Name Exam Length

Levels or Series Code

Refer to Registration Manager for a list of the available CompTIA exams. Beta Exams o CompTIA does not allow time extensions for beta exams. Time extensions are not automatically granted when a candidate registers, and you MUST NOT manually adjust the time for beta exams using Delivery Manager. o Candidates are not permitted to retake beta exams.

1.2

REGISTRATION AND SCHEDULING:

Registration Methods

CompTIA candidates do not need a voucher to register for an exam. Encourage all candidates that are not members to pay for their exam with a credit card. If a candidate is a CompTIA member, precision pricing will be automatically applied during candidate registration. The candidate will need to update their profile with the member ID associated with their last name. CompTIA candidates can register and schedule by: Testing center Pearson VUE website (http://www.pearsonvue.com). Pearson VUE Call Center Rescheduling and Canceling Test Centers are not allowed to reschedule or cancel a no show exam appointment that was scheduled with a voucher. If a candidate contacts your test center to reschedule or cancel a no show exam appointment that was scheduled with a voucher, then file an Incident Report and inform the candidate to contact the Pearson VUE Call Center if they have any questions.

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1.3

EXAM PAYMENT:

One of the benefits of CompTIA company membership is discounted exam prices. The related policies and procedures are described below. Discounts can be applied if the candidate supplies a member number and the last name associated to the member number. Candidates do not have to purchase a voucher. If a candidate is entitled to receive the member-discounted exam price, the candidates companys CompTIA member number must be entered on the Client Info tab in Registration Manager. (See Client Questions.)
1. 2.

The candidate must know their member number. Enter the CompTIA member number on the Client Info tab and proceed with the registration and click save. The discount will be applied to the order automatically.

For details on applying vouchers to an order, refer to the Policies & Procedures Guide. Information on purchasing vouchers is available at http://www.pearsonvue.com/comptia/vouchers.

FRONT DESK ADMINISTRATION

2.1 ADMISSIONS MANAGER STEPS:
Listed below are the steps that appear in Admissions Manager for exams. Detailed information appears on the right side of the Admissions Manager screen.
1. 2. 3. 4. 5. 6. 7. 8.

Request two forms of identification (ID) Distribute the Candidate Rules Agreement Check IDs Verify that signatures match Fill in the log sheet Show candidate where to store belongings Offer candidate an erasable noteboard/pen Admit

2.2

CANDIDATE ID:

The CompTIA candidate ID is a unique identifier for all candidates taking CompTIA exams. When entering information for a new CompTIA candidate, use the Generate New ID button on the Client Info tab to generate a candidate ID. Before generating an ID, however, perform a thorough search of the database to be sure the candidate does not already have a record containing a CompTIA ID. Also ask the candidate if he or she has previously taken a CompTIA exam and received a CompTIA ID. The CompTIA ID consists of COMP followed by eight digits, as in COMP12345678.

2.3

CLIENT QUESTIONS:

Ask candidates the following questions and enter the responses on the Client Info tab. The questions shown in bold below are mandatory for each candidate.
1. 2.

Is your company a CompTIA member? If you chose Yes for the first question, enter the companys CompTIA member number in the field provided. Be sure to verify the CompTIA member number each time the candidate registers. A company may have signed up for or discontinued CompTIA membership since the last time the candidate registered. If a candidate has any questions about CompTIA memberships, refer them to contact CompTIA.

2.4
None

DOCUMENTS REQUIRED/COLLECTED:

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DOCUMENTS TO DISTRIBUTE:
Candidate Rules Agreement

Pearson VUE Authorized Center

2.6

IDENTIFICATION REQUIREMENTS:

Listed below are the requirements for identification. Before turning away a candidate because of an identification issue, first contact the Call Center and ask to speak with a Program Coordinator. Candidate Identification requirements Candidates must show two forms of identification. One form must be a valid, government-issued ID containing both a photo and signature. The second form of ID needs to be valid and contain a signature. Acceptable Forms of Primary Identification (name, photograph, signature, non-expired) Government-issued Drivers license/permit U.S. Department of State Drivers License National/State/Country Identification Card Passport Passport cards Military ID Alien Registration Card (Green Card, Permanent Resident Visa) U.S. Social Security Card Debit/(ATM) Card Credit Card School ID (without a signature for minors is acceptable) any form of ID on the primary list

Acceptable forms of secondary ID (name, signature, not expired)

Note: In Japan, the blue colored (not pink) Health Insurance Card is an acceptable form of secondary identification. However, the paper form of the Health Insurance is not acceptable. ID Exception for Minors: Pertains to students who only have one form of photo ID (School ID is okay) Student needs to be accompanied by an adult who has proper government issued ID. The adult needs to sign next to the minor on the log in sheet to verify the student's identity One time exception ONLY

2.7

NAME MATCHING GUIDELINES:

Follow standard Pearson VUE Name Matching Guidelines

2.8

DEMOGRAPHIC CHANGES:

Follow the standard procedures for entering demographic information in Registration Manager when creating a record for a CompTIA candidate. Special CompTIA requirements are listed below: Be sure to enter the following information for each candidate: Secondary address Email addressBe sure to obtain an email address when you create or update a candidates information. Because CompTIA communicates new information to candidates via email, it is important to obtain an email address from all CompTIA candidates when they register. FAX number Please update the candidates demographic information if he or she gives you new information.

2.9

RETAKE REQUIREMENTS:
If a candidate passes an exam on the first attempt, he or she must wait twelve calendar months before taking that exam again, unless CompTIA changes the exam objectives. Pearson VUE will

The following retake policies are automatically enforced when a candidate schedules an exam appointment:

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notify testing centers when exam objectives are changed. If a candidate fails an exam the first time, he or she may take the exam a second time with no restrictions. If the candidate fails on the second attempt or on any subsequent attempt, he or she must wait at least 14 calendar days before taking the exam again.

2.10

ACCOMMODATIONS:

Candidates can request the accommodations listed below. Candidates must submit these requests to client, and all requests must be approved before the exam appointment; Pearson VUE cannot approve accommodations. Client accommodations are never rescindable at the test center through Delivery Manager. With the exception of beta exams (see Beta Exams), CompTIA allows a 30-minute time extension for all English exams delivered to candidates who reside in non-English speaking countries. This accommodation is automatically granted to eligible candidates when they register, and the time is automatically extended through Delivery Manager. DO NOT manually adjust the time allowed for the exam using Delivery Manager. Note that exam times will NOT be extended in the following countries: Australia Belize Bermuda Canada Ireland New Zealand South Africa United Kingdom United States

2.11

LATE ARRIVALS AND NO SHOWS:

Follow standard Pearson VUE policy

PROCTOR
3.1 ADMINISTRATOR RESTRICTIONS:
There are no special administrator restrictions for CompTIA exams. However, test administrators who take CompTIA exams must adhere to the Candidate Conduct Policy, part of the CompTIA Candidate Agreement accepted at the start of every CompTIA exam. The Candidate Conduct Policy (along with the Pearson VUE Certified Administrator Rules of Conduct) prohibits participation in any cheating, breach of security, misconduct or any other behavior that could be considered a compromise of the integrity or confidentiality of the CompTIA testing program. For test administrators, such behavior includes: giving assistance to candidates during CompTIA exams; attempting to take a CompTIA exam for someone else; taking a CompTIA exam without being properly proctored by another certified test administrator; administering CompTIA exams to family members or members of your immediate household; violating CompTIA's retake policy; tampering with the operation of the testing system or attempting to use it for any unauthorized purpose; otherwise violating the terms of the CompTIA Candidate Agreement; otherwise failing to follow Pearson VUE testing policies, procedures and instructions. If you are found to be in violation of CompTIA or Pearson VUE testing policies you will be asked to resign from the test administrator position immediately. The violation will be reported to CompTIA which may, at its sole discretion, take further action such as invalidating any affected test results, revoking certifications or placing restrictions on future testing. Furthermore, such misconduct can result in the termination of your test center's Agreement with Pearson VUE and may be subject to prosecution under the applicable laws.

3.2

ITEMS ALLOWED IN THE TESTING ROOM:

Follow standard Pearson VUE policy

Personal Items:

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Erasable Noteboard: Calculators: Exhibits: Headphones: 3.3 EXAM EVENTS:

One erasable noteboard and pen None None None

CompTIA exams consist of the events listed below. Note that the time allowed for an exam appointment includes 15 minutes for the Candidate Agreement and 15 minutes for the survey. Therefore, if the total appointment time is 60 minutes, only 30 minutes of that time is allowed for the actual exam. If a candidate does not use all of the time allowed for the Candidate Agreement or survey, he or she cannot use the extra time for the exam. If you tell candidates how much time they have for an exam, remember to let them know that 30 minutes of that time is for the Candidate Agreement and the survey, and these are timed separately. Candidate Agreement (15 minutes, mandatory)Before starting a CompTIA exam, a candidate must read and agree to the terms of the Candidate Agreement. The Candidate Agreement displays on the screen at the beginning of the exam. After the candidate clicks Next to consent to the terms of the agreement, the exam is started. If the candidate does not agree to the Candidate Agreement, he or she will not be allowed to begin the exam and CompTIA will NOT refund the exam fee. Candidates are allowed 15 minutes to review and consent to the Candidate Agreement. This is a timed section. If a candidate does not finish this section within 15 minutes, he or she will time out of the exam. The Candidate Agreement is available for review at this Web address: http://certification.comptia.org/resources/canidate_agreement.aspx ExamLength varies by exam. Survey15 minutes, mandatory

3.4

BREAKS:
No scheduled breaks are built into CompTIA exams. Candidates can take unscheduled breaks as often as they want, and you must put the exam in unscheduled break mode if a candidate takes a break. The exam clock does not stop running during a break, and you may not temporarily stop the exam or add time to the exam using the Administrator Override options. Candidates are not permitted to leave the building at any time during their exam. If they try and leave the building, remind them that their exam will be voided and they will forfeit any exam fees. Always file an IR in this instance.

Scheduled Unscheduled

3.5 RESULTS/SCORE REPORTS: No Official Score On-Screen Results Printout

No Each candidate receives a score report after the exam which prints automatically. Candidates taking the beta tests will receive a confirmation document stating that the candidate took the exam and results will follow after the rescore is complete.

3.6

ENDING AN EXAM:

Follow standard Pearson VUE policy. If the candidate does not end the exam properly, the exam will time out and the result will not be processed.

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