This document discusses CompTIA A+ certification and its role in validating the skills needed by today's IT professionals. It addresses the increased diversity of knowledge and skills required to support modern heterogeneous technology environments. The certification covers topics like troubleshooting, networking, security, operating systems and hardware. It emphasizes applying these skills over simple recall of information, with 79% of exam objectives requiring analysis or application of knowledge. The document advocates for a hybrid testing approach that includes both knowledge-based and performance-based questions. It provides an example mapping of the certification objectives to the National Initiative for Cybersecurity Education Framework.

1. • Troubleshooting: Following and using
decision trees for diagnosing, resolving
and documenting common hardware and
software issues across a variety of devices.
• Security: Supporting and securing access to
data by properly using authentication, access
control and encryption for an organization.
• Networking: Applying core concepts
and protocols such as IPv4, IPv6, DHCP
and subnet mask to set up and support
wired and wireless networks.
• Operating Systems: Working with mobile,
server and traditional operating systems,
from Android and iOS to Windows and Linux.
• Hardware: Building and supporting
different form factors at both the
component and the peripheral levels.
• IT Operations: Using the basics of virtualization,
cloud computing, and desktop imaging and
deployment to support today’s IT infrastructures.
• Technical Support: Applying principles of
customer service to help resolve IT issues.
Technical support has never been easy. But, back when most end users
relied on nearly identical x86-driven PCs running Microsoft Windows
and an organization’s entire data center could be contained in a 4-by-4-
foot closet down the hall from the break room, the knowledge needed by
IT support pros was far more constrained in scope than it is today.
The current version of CompTIA A+ validates the broad set of skills and
knowledge needed to support modern IT environments, including:
Today’s IT professionals face a heterogeneous technology landscape that requires a shift in mindset
— from managing and troubleshooting a single computer to supporting users and their ability to
access needed data from multiple devices. As the industrial internet and internet of things (IoT)
accelerates the need for this shift, IT service and support organizations find themselves managing
(and securing) a wide variety of devices and the networks connecting those devices.
The CompTIA A+ certification addresses the increased diversity of knowledge, skills and abilities
(KSAs) required of today’s technical support professionals. It validates what is currently
necessary to perform effectively on the job within IT service and support organizations.
Meeting Today’s IT Support
Challenges with CompTIA A+
In this
document:
• Meeting Today’s IT
Support Challenges
with CompTIA A+
• Measuring CompTIA
A+ Difficulty
• Why Hybrid Testing
Approaches Work
Best
• Mapping the NICE
Cybersecurity Work-
force Framework
of the exam
objectives
require
application
or analysis
of domain
knowledge
79%
Measuring CompTIA A+ Difficulty
Using Bloom’s Taxonomy as an organizing principle to discuss the difficulty level of the A+ exams illustrates the emphasis
on the application of KSAs, rather than the simple recall of information. Looking at the exam objectives, 79 percent require
candidates to demonstrate their knowledge at Bloom’s Level 3 (apply) and above.
The following table summarizes the percentage of certification exam objectives that fall into each of Bloom’s level.
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2. Bloom’s Level and Description
Total A+
Objectives
Security Networking
Operating
Systems
Level 1: Remembering/Recalling Information
The candidate is able to recall, restate and remember learned information.
3% 0% 0% 0%
Level 2: Understanding/Explaining Ideas or Concepts
The learner grasps the meaning of information by
interpreting and translating what has been learned.
18% 13% 19% 18%
Level 3: Applying Knowledge and Skills
The learner makes use of information in a new situation
from the one in which it was learned.
40% 47% 31% 64%
Level 4: Analyzing
The learner breaks learned information into parts to best understand
that information in an attempt to identify evidence for a conclusion.
22% 27% 31% 18%
Level 5: Evaluating
The learner makes decisions based on in depth
reflection, criticism and assessment.
17% 13% 19% 0%
Level 6: Creating
The learner creates new ideas and information
using what has been previously learned.
0% 0% 0% 0%
A+ Executive Summary
Why Hybrid Testing Approaches Work Best
Over the past several years, cybersecurity practitioners and educators have debated as to which of the following is more
important to validate:
1. An individual’s conceptual knowledge, as validated by “linear” multiple choice items, or
2. Performance associated with a particular job or responsibility, as validated by performance-based items.
Advocates for each of these two aspects of validation often hold one of the approaches as superior over the other, with most
individuals favoring only performance-based items.
CompTIA regards this rift in opinion as a false dilemma. Both domain knowledge expertise and practical skills are absolutely vital
and should be a part of any serious competency training and validation process. Both knowledge- and performance-based
aspects are necessary for training, and nothing can substitute for hands-on learning. The same principle applies to assessment.
This is why CompTIA adopted performance-based items into its certification exams starting in 2011.
The following CompTIA exams contain roughly 10 percent performance-based items:
On average, it takes a test taker roughly one-third of the examination time to complete these performance-
based items. Performance-based items include simulations of technology solutions and story-based
items that require advanced cognitive thinking on the part of the successful test taker.
A+ | Network+ | Security+ | CSA+ | CASP
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3. A+ Executive Summary
Technical Support Specialist (OM-TS-001) CompTIA A+ 901/902
Description Provides technical support to customers who need
assistance utilizing client-level hardware and
software in accordance with established or approved
organizational process components. (i.e., master
incident management plan, when applicable).
CompTIA A+ demonstrates a candidate’s
knowledge and skills in:
• Assembling components based on
customer requirements.
• Installing, configuring and maintaining
devices, PCs and software for end users.
• The basics of networking and security/forensics.
• Properly and safely diagnosing, resolving and
documenting common hardware and software issues.
• Applying troubleshooting skills.
• Understanding the basics of virtualization,
desktop imaging and deployment.
Sample KSA
Comparisons
K0001
Knowledge of computer networking concepts and
protocols, and network security methodologies
S0159
Skill in configuring and validating network
workstations and peripherals in accordance with
approved standards and/or specifications
220-901-Domain 2-Networking
2.3 – Explain the properties and characteristics
of TCP/IP 2.4 – Explain common TCP and
UDP ports, protocols and their purpose
2.5 – Compare and contrast various WiFi
networking standards and encryption types
2.6 – Given a scenario, install and configure SOHO
wireless/wired router and apply appropriate settings
2.7 – Compare and contrast Internet connection
types, network types and their features
2.8 – Compare and contrast network architecture
devices and their functions and features
220-901-Domain 4-Hardware and
Networking Troubleshooting
4.4 – Given a scenario, troubleshoot wired and
wireless networks with appropriate tools
4.5 – Given a scenario, troubleshoot, and
repair common mobile device issues while
adhering to the appropriate procedures
220-902-Domain 3-Security
3.7 – Given a scenario, secure SOHO
wireless and wired networks
Mapping the NICE Cybersecurity Workforce Framework
CompTIA A+ certification aligns with requirements for the National Initiative for Cybersecurity Education (NICE) Cybersecurity
Workforce Framework (NCWF), draft NIST special publication 800-181, technical support specialist work role (OM-TS-001),
sharing a focus on troubleshooting to resolve hardware and software issues. The following comparison of the work role
and certification descriptions along with a sample of the KSAs needed to perform the work role reflects the alignment.
This mapping is a sample of how CompTIA’s certification standards map to key elements of the NICE framework.
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4. Technical Support Specialist (OM-TS-001) CompTIA A+ 901/902
K0005
Knowledge of cyber-threats and vulnerabilities
220-902-Domain 3-Security
3.1 – Identify common security
threats and vulnerabilities
220-902-Domain 4-Software Troubleshooting
4.2 – Given a scenario, troubleshoot common PC security
issues with appropriate tools and best practices
4.4 – Given a scenario, troubleshoot common mobile OS
and application security issues with appropriate tools
K0294
Knowledge of IT system operation,
maintenance and security needed to keep
equipment functioning properly
220-902-Domain 1-Windows OS and Domain
4-Software Troubleshooting
1.6 – Given a scenario, install and configure
Windows networking on a client/desktop
1.4 – Given a scenario, use appropriate Microsoft
operating system features and tools
4.1 – Given a scenario, troubleshoot PC operating
system problems with appropriate tools
220-902-Domain 2-Other OSs and Tech
2.1 – Identify common features and functionality
of the Mac OS and Linux operating systems
2.4 – Summarize the properties and purpose
of services provided by networked hosts
2.5 – Identify basic features of mobile operating systems
Sample KSA
Comparisons
K0294
Knowledge of IT system operation,
maintenance and security needed to keep
equipment functioning properly
220-902-Domain 3-Security
3.2 – Compare and contrast common
prevention methods
3.4 – Given a scenario, deploy and enforce security
best practices to secure a workstation
3.5 – Compare and contrast various methods
for securing mobile devices
K0114
Knowledge of electronic devices (e.g., computer
systems/components, access control devices,
digital cameras, electronic organizers, hard drives,
memory cards, modems, network components,
printers, removable storage devices, scanners,
telephones, copiers, credit card skimmers, facsimile
machines, global positioning systems [GPSs])
220-901-Domain 1-Hardware
1.2 – Explain the importance of motherboard
components and their purpose and properties
1.10 – Compare and contrast types of
display devices and their features
1.5 – Install and configure storage devices
and use appropriate media
1.12 – Install and configure common peripheral devices
A+ Executive Summary
LEARN MORE
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For corporate inquiries contact: Jennifer Herroon at jherroon@CompTIA.org
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