Got an email from the CEO of ISACA recently....

in

THIS is how professional responsibility is done. This is how to craft an apology. This is leadership.

”Dear ISACA Community,

The integrity, high professional standards and smooth delivery of our certification exams are essential to maintaining the trust we’ve earned with ISACA’s professional communities. Last month we stumbled with the smooth delivery promise, and I am writing to our full member community to apologize. We must do better.

As some of you know, we experienced some unexpected issues when our certification exam vendor PSI performed a system upgrade. About 17% of our exam takers in November and the first few days of December were impacted. Earlier this afternoon, I reached out to those individuals to personally apologize and to offer them a complimentary exam retake if they did not receive a passing score.

We have also heard that our customer experience center response times to questions from the affected candidates has been slower than it should be. We are taking immediate steps to improve this, starting with a dedicated email address that affected candidates can use so their messages are marked as top priority. We have also added additional staff resources to the customer experience team.

During times of change and turbulence, individuals make an important choice to invest in themselves, and our certifications are “go to” education opportunities for IT professionals to advance their careers. Exam candidates invest time, money and dreams into our tests, and they deserve a trusted and smooth experience. I want you all to know that I take direct responsibility for these issues regardless of where the experience fell short. My team and I are committed to turning this experience around and helping candidates have a more successful exam day and a more positive experience with ISACA. In fact, beginning in early 2021, we are introducing 24/7 customer support so ISACA members and exam candidates no longer have to wait for help based on their time zone.

In addition, we are holding PSI accountable for their part in this issue. From the moment we began receiving information about this issue, we started regular meetings with the PSI leadership team, and they have assured us the technology issues are resolved. However, we plan to increase the communication to ensure this does not happen again.

Thank you for your trust in ISACA and our globally recognized credentials. We are committed to giving you and all of our members, customers and certification candidates the support you need and being a valued partner on your career and learning journeys.

Best regards,
David

David Samuelson
ISACA CEO”


I don’t think I’ve ever been more proud to be an ISACA member.