Issue related to CIS-HR certification exam

[AshutoshT637818]

I had my Certified Implementation Specialist – Human Resources – English (ENU) exam on 13th Feb 2026.

I was unable to take my exam due to technical issues with the examination platform, Pearson VUE, despite checking in on time, completing all verification steps, and waiting through the entire queue. . As the application launched my whole screen went white not able to see anything on the screen so I contacted Pearson VUE chat support for assistance. The application was relaunched twice by an assistance support agent; however, the issue remained unresolved. I was subsequently advised to close the session and relaunch the exam through my ServiceNow University account. Unfortunately, after logging in, I did not find any option to relaunch or rescheduling the examination as you can see in the attached screenshot. Infect I'm not getting any option for Certified Implementation Specialist - Human Resources - English (ENU) exam on my ServiceNow University account.

I had a discussion with Pearson VUE Support on the phone, and they raised a case for this issue. And told me to contact ServiceNow for authorization for this exam.

I have also created the case on ServiceNow University for this issue on the same day and add the details of Pearson VUE case on it but have not received any response from ServiceNow yet. Case detail link - https://learning.servicenow.com/lxp?id=ticket&table=sn_customerservice_case&sys_id=ed4530259307b6d8f...

It has now been six days, a significant portion of my valuable time was lost and I haven’t received any response/mail from ServiceNow regarding this issue.

Can anyone guide me on what I should do as I am not seeing any option to reschedule the exam in my ServiceNow University Account?

[Dr Atul G- LNG]

Hi @AshutoshT637818 

Unfortunately we can't help much here, as you already logged a case with now learning team. Wht I can suggest ask regular follow up on case so that it might be on top of queue at support team side. There is email id nowlearning@servicenow.com

Drop email to team

[AshutoshT637818]

It has now been seven days, and I have not received any response regarding my issue.

Furthermore, for the past six days, my ServiceNow University account displayed the exam status as “Pending.” However, since yesterday, the status has been updated to “Did Not Pass,” (as you can see in the attached screenshot) which is both incorrect and concerning.

Please note that my examination never started due to technical issues with the exam platform. I did not attempt the exam at all and was not able to view or answer even a single question. Therefore, marking the exam as “Did Not Pass” is factually incorrect and highly unfair.

This situation has caused significant stress and inconvenience, especially considering the time, effort, and cost involved in scheduling the exam. Please help me with this.

Thank you for your attention to this matter.

[AshutoshT637818]

It has now been ten days, and I have not received any response to my case, nor have I received a single email regarding this issue.

Additionally, for the first six days, my ServiceNow University account displayed the exam status as “Pending.” However, for the past three days, the status has been changed to “Did Not Pass,” which is both incorrect and concerning.

Please note that my examination never started due to technical issues with the exam platform. I did not attempt the exam at all and was not able to view or answer even a single question. Therefore, marking the exam result as “Did Not Pass” is factually incorrect and highly unfair.

This situation has caused significant stress and inconvenience, especially considering the time, effort, and cost involved in scheduling the exam.

I respectfully request an immediate review of this matter, correction of the exam status, and authorization to reschedule my examination at the earliest possible date. I would greatly appreciate a prompt response and resolution.

Thank you for your urgent attention to this matter.

[Dr Atul G- LNG]

Hi @AshutoshT637818 

“Sorry to hear about the experience. I think I’m also a bit helpless here, as the case is only with SN. What I can suggest is to get your manager involved—whoever is currently managing this from your company—and ask them to escalate it further if possible. Otherwise, we may need to wait for an update on the case.