Passed the exam CIS-DF (CSDM and CMDB) but now showing to retake due to policy breach

[shivani1074]

Hi Everyone, 

We would like to share bad policy of servicenow. I have passed the exam of CIS-DF (CSDM and CMDB) offline on center of 3rd april 2026. and it was shown passed on my nowlearning under My Exam till June 2026. But now I have logged in and currently showing policy breach and servicenow said to retake the exam. How and why? I need to know the reason behind this, I have opened the case to ServiceNow but did not get help. 
Please let me know if anyone facing the same issue of policy breached, as I took the exam offline on center. 
Attached all the screenshot where youall have seen the exam date and center name. Also my certification PDF and score card report which I've got. This is all about my future 

Kindly share this post as much as you can and help me on the same as there is no sense to open the servicenow case, they even did not help on it and respond.

[Dr Atul G- LNG]

Hi @shivani1074 

I think these issue are getting very common these days and if it showing policy breach at centre then it is major concern. Please log a now  learning case and let see what team justify on this. This is more question on center as well. We community member only guide you but can't help much. 

[Jim Poisson]

Unfortunately, this has come up a bit recently. I've been referring folks to the KB article on the topic and calling attention to the Appeals Process section as to why you're not getting the details you're seeking: https://learning.servicenow.com/lxp/en/credentials/servicenow-security-invalidation-process?id=kb_ar... 

[shivani1074]

Hi Jim
As seen, you're ServiceNow employee, Thanks for KB article, I've look into it and refer the acceptable parameters. I took the exam fully in-person at a physical Pearson VUE authorized test centre. But an automatic system update changes it to policy breach and invalided. How they have been identified my certificate as outside of the parameters that ServiceNow deems acceptable. Please request to check with ServiceNow and tell to manually review my test centre logs and check all the camera evidence. Kindly help me to restore the active status. I've attached all the proof of screenshot and certificate.

[shivani1074]

There are lots of people who did the certification without completing training and pre-requisite courses. But still have passed status in now learning and completed active status. Not sure how Servicenow have identified and audit the details for other people on each month.