Formal Appeal – ServiceNow CSA Exam Terminated Before Exam Started

[FazeelW]

Dear ServiceNow Certification Support Team,

I am writing to formally appeal the termination of my ServiceNow Certified System Administrator (CSA) exam attempt, which I was taking through Pearson VUE today at approximately 8:00 PM.

I would like to clarify exactly what happened.

During the initial check-in process, I was asked to complete identity verification and room/environment verification. I used my mobile phone briefly for the required verification process. Once the identity and room verification was completed, I placed my mobile phone outside the examination room before proceeding with the exam.

At that point, I was answering the introductory survey. The actual CSA examination had not yet started, and I had not accessed or answered any exam questions.

While I was completing the survey, the proctor stated that they had seen me using a mobile phone and immediately terminated my exam session.

I want to make it absolutely clear that I did not use my mobile phone to access any exam material, search for answers, communicate with anyone, use ChatGPT or any other assistance, or gain any unfair advantage. The phone was used only during the identity/environment verification process and was placed outside the room before I proceeded with the survey.

I fully understand and respect the examination security requirements and would never intentionally violate the exam rules. I had prepared seriously for this certification and had also paid the examination fee, so having my exam terminated before the actual examination even began has been extremely distressing.

I respectfully request that ServiceNow conduct a formal review of the incident, including the available proctoring/video recording and examination session logs, to verify the sequence of events.

In particular, I request that you please consider:

1.⁠ ⁠That the mobile phone was used only during the identity/environment verification stage.
2.⁠ ⁠That the phone had already been placed outside the examination room before I proceeded with the survey.
3.⁠ ⁠That the actual CSA exam questions had not yet been presented or attempted.
4.⁠ ⁠That I did not use the phone to obtain assistance or access any unauthorized material.
5.⁠ ⁠That the exam was terminated before I had the opportunity to begin the actual examination.

If the review confirms the above circumstances, I respectfully request that my exam attempt be reinstated or that I be provided with a no-cost opportunity to retake the CSA examination, rather than being required to pay the examination fee again.

I would be grateful if this matter could be reviewed fairly based on the available evidence and the actual sequence of events.

Please let me know if you require any additional information from me, including my Pearson VUE appointment details, ServiceNow candidate information, or other documentation.

Thank you for taking the time to investigate this matter.

Kind regards,

[Dr Atul G- LNG]

Hi @FazeelW 

Unfortunately, no one from the community can help with this. The only option is to raise a case with the Now Learning team.

However, your case is not new. There have been several similar cases reported over the past few weeks. Please refer to those discussions for reference, as they may provide additional context while you wait for an update from the Now Learning team.

https://learning.servicenow.com/lxp/en/credentials/servicenow-security-invalidation-process?id=kb_ar...