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.

[tmakariuos]

@shivani1074 
I have the same problem you had. The certificate is marked as policy breached. I opened a case like you did. Did you get any help or any justification?

[catherinebi]

That sounds really frustrating, especially since you took the exam at an official test center and received both the score report and certification PDF showing that you passed. If the exam was already marked as passed for several months, it would be reasonable to ask ServiceNow to clearly explain what caused the “policy breach” status.

I hope they review the exam session and provide you with a proper explanation instead of simply asking you to retake the exam. Hopefully this gets resolved in your favor.