question CIS-DF certification in Community Central forum

CIS-DF certification

sridharyada — Sat, 12 Sep 2026 11:17:16 GMT

I went to write CIS-DF certification in the center but due some reasons unable to complete it. The Center management told to connect to the ServiceNow customer support team and they gave the case number to check the status. Now I want to schedule it for another day but I'm not able to reach customer support. help me with the steps

Re: CIS-DF certification

Tanushree Maiti — Sat, 12 Sep 2026 17:07:09 GMT

Hi @sridharyada ,

Here ServiceNow customer support / Now learning support can only assist you.

Go to https://learning.servicenow.com/lxp/en/pages/now-learning-help-center?id=nl_kb_home

Talk to support against case number. They are generally not available at weekend.

Also please review KB: KB0011062 ServiceNow Security Certification Invalidation Process

which explains the certification invalidation process, acceptable testing practices, and the consequences of violating exam policies.

Good Luck!

Re: CIS-DF certification

glideFather — Sat, 12 Sep 2026 20:26:24 GMT

ahoy @sridharyada,

"some reasons"... I believe that nature of the reasons might be important for the resolution. What is an electricity cut in the test centre (something you couldn't influence) or something else?

Anyways, the only way how to get assistance is the Help Centre at the ServiceNow University:

Re: CIS-DF certification

VJ_Srivastava — Tue, 15 Sep 2026 13:07:16 GMT

Hello @sridharyada,

From an administrative perspective, issues like this highlight the integration gap between physical test centers and the core certification database.

You are currently caught in a synchronization delay. The physical test center operates on the Pearson VUE platform, while your credentialing is managed by ServiceNow University. When an exam is unexpectedly interrupted, the test center flags the anomaly in their local system and generates an incident case. However, that facility incident does not instantaneously trigger an API call to reset your status within your ServiceNow profile.

Until ServiceNow receives official confirmation from the vendor that the exam was aborted due to a technical or facility failure—and not candidate abandonment—your profile is locked from scheduling a new attempt to prevent voucher duplication.

Do not attempt to pay for a new registration. You must bridge this gap manually by submitting a ticket directly through the Now Learning Help portal and referencing the vendor's case number. Once the support teams cross-reference the facility logs, they will clear the lock on your profile, allowing you to seamlessly reschedule through the ServiceNow University portal.

Re: CIS-DF certification

NehaG8791370651 — Tue, 15 Sep 2026 13:08:15 GMT

Hi @sridharyada,

This is a frustrating situation, but your exam fee and voucher are safe since the issue occurred at the testing center!

Because ServiceNow recently transitioned all of its exam scheduling to the Pearson VUE platform, the case number the center management gave you is likely a Pearson VUE facility incident number, not a ServiceNow Now Learning case number. This is why you cannot track it in your Now Learning portal.

Here are the technical steps to get this resolved and reschedule:

Open a Now Learning Case: Log into Now Learning (ServiceNow University), navigate to the Help Center, and create a new support case. Provide them with the incident number the test center gave you.
Wait for the Reset: The Now Learning team needs to manually reset your exam status. Currently, the system likely still flags your attempt as "In Progress" or as a "No Show," which locks you out of the scheduling UI.
Reschedule: Once the support team confirms the reset, log in to ServiceNow University. Navigate to My University in the header, select My Exams, and find the My Current Exams widget. Select View on the relevant exam card, and click Reschedule the exam. Since this was a facility error, you will be able to book a new slot without incurring the standard retake fee.