Webassessor

Test takers are prompted to accept the Legal Agreement to Mainline Certifications when registering for an exam in Webassessor and then will be prompted to accept the Test Security during the exam launch process.
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Exam Administration Policies

The following policies can be found in the ServiceNow Credentialing Program Guide in the Accept the Credentialing Program Exam Administration and Security Policies lesson. Familiarize yourself with the policies to answer questions you may have and ensure a satisfactory testing experience.

Certification Expiration

Mainline Certification:

Certification candidates are responsible for maintaining their certification and being aware of critical timelines that affect their certification.  

A certification expires when either is met:

• You do not successfully complete a Delta Exam during the Delta Exam Period.  
• You do not pay the annual Maintenance Fee.
  
  

Once certification is expired, the candidate should access Webassessor to register, pay the exam re-entry fee, and pass the Mainline proctored exam. Retaking free training to bypass the re-entry fee is not allowed.

Micro, Suite, or Core Skills Micro-Certification:

A certification expires when:

• Additional requirements for a Micro, Suite or Core Skills Micro-Certification are added and not completed within the specified time.
  
  

Once certification is expired, the candidate will need to retake the training and pass the non-proctored exam.  

 

 Exam Appointment – Reschedule/Cancel/No Show 

The test taker is responsible for scheduling and attending the scheduled exam appointment. Exam appointment availability is limited so the test taker needs to secure an exam seat prior to voucher expiration.  

Webassessor appointments are stated in the 24-hour clock form. Be careful not to schedule for the wrong hour. If you make an error and schedule your exam at an early or late hour in the day and do not keep your exam appointment, ServiceNow is charged a fee and will not provide a new voucher for your error.

Changing or canceling an exam appointment is allowed with the following stipulations:

• It is the test taker's responsibility to make changes or cancel exam appointments.
• Changes or cancellations completed more than 72 hours before the exam appointment can be done without a fee.
• If it is less than 72 hours before the exam start time, the candidate has the following options:
  
  • be charged a late fee to make changes
  • take the exam as scheduled
  • forfeit the registration fee or voucher
• Exam appointments must be on or before the voucher expiration date.
• Failure to show up for an exam appointment will result in forfeiture of the voucher and you will be required to pay for a new appointment. Submit a case for further instruction.
  
  

If an unforeseen emergency occurs, such as a death in a family, family, or health emergency; ServiceNow will review the case and will consider waiving any late fees. Refer to Submitting a Support Case for Assistance.

 

Exam Results

Mainline Exams:

Your exam is evaluated electronically once you submit the exam. You will receive your exam result immediately after exam completion both on the screen and via email.   

• The exam items or your response are never shared with you once the exam has been submitted.
• Calculating your exam result is based solely on the total number of items answered correctly. 
• Multi-select exam items must be answered entirely correct. No partial credit is given.
• Result will be stated as pass or fail only.
• A failed exam result will contain section percentages to identify areas for additional study. Averaging the section percentages does not indicate the overall percentage of the exam score or exam result.  
• No other scoring information is shared.  

 

Micro & Core Skill Micro-Certification Suites:

You will receive your exam result immediately after submitting the exam. No other detailed scoring information is shared.

Government Identification

A Test taker’s first and last name in their Webassessor account must match exactly to a government photo id. Failure to have a photo id that is identical to the Webassessor account’s first and last name will result in a canceled exam appointment. If your name needs to be updated to match, refer to Government-issued ID must match the name on your webassessor. Two forms of identification, a Primary and Secondary ID as shown below, are required for onsite exams. Identification documents must be current.  Expired identification will not be accepted. Only the Primary ID is required for online proctored exams.   

NOTE: In the United States a Social Security card is NOT acceptable.

1. Primary ID - this must be a photo Government Issued ID (local, state, province, or country). Acceptable forms are a 

• • driver's license
  • identification card
  • passport
  • military identification
  • national identification card

2. Secondary ID - can either be a

• • student identification from an accredited school
  • credit card
  • check cashing card
  • bank debit card
  • employee identification card
  • retail membership card
  • wholesale membership card
  • health insurance card
  • green card/visa
  • birth certificate

 

Online Proctoring

It is the test taker’s responsibility to have all the required equipment and complete system checks before the exam appointment. Follow the recommended Before Test Day and Test Day actions ensuring compliance is met.

Download the Test Taker Guide for specific requirements.

Equipment:

1. Personal or non-work-related computer - we strongly advise against using a work computer as the administrative user privileges required may not be accepted in corporate networks. If you use a work laptop and the Sentinel software won’t launch, you will forfeit your exam attempt. Virtual machines are not allowed. View the minimum system requirements.  
2. Internet connection - view the connection requirements.
3. External webcam (no exceptions) - a cell phone camera is not allowed. The camera should have a long cord (3 -4 feet or 90-120 cm) placed to one side. The camera needs to be elevated (1 foot or 30 cm). View the camera requirements.
4. Microphone

Testing Environment:

1. The room is well lit, quiet, and free from distractions.
2. There is only one active computer, monitor, keyboard, and mouse. Dual monitors are not allowed.
3. All jewelry, hats, lanyards, and badges must be removed. Cell phones are not permitted.
4. Only the test taker and proctor can interact. There are no other interactions permitted.
5. A proctor must always see you.
6. Reading the exam out loud is prohibited.
7. For Special Accommodation exams only approved testing aids are allowed.

Online Proctored System Check:  

Visit http://www.kryteriononline.com/systemcheck to test your equipment prior to installing the Sentinel Software.

Online Proctored Software Installation:

• Install Sentinel software from your Webassessor account 48 hours in advance of your scheduled exam appointment. View the Sentinel Software instructions.

Online Proctored Biometric Profile

• Confirm your identity using the facial recognition biometric tool. Create a Biometric Profile 48 hours in advance of your scheduled exam appointment by accessing your Webassessor account. View the Biometric Profile instructions.

Random Pan

• To maintain the security and integrity of our Certification Program, you may be required to pan the room with your webcam during your exam. This may be at random and does not necessarily suggest that aberrant behavior is suspected.

Retake

A fee is assessed for each exam attempt after the initial attempt in Webassessor. ServiceNow highly recommends reviewing training before an additional exam attempt and the voucher issued cannot be used* for a retake attempt.  You must pay the associated fee in Webassessor for your next attempt. Learning Credits can not be used for a retake exam attempt.  

*Certain situations apply. ServiceNow Employees, Impact Customers, and Enterprise Training Partners should submit a case and request help with an exam retake.

 Mainline Certification: 

• First attempt – Exam completed with a failed result
• Second attempt – There is a 3-day waiting period after the first attempt. You will be unable to register for the second attempt until the 3-day waiting period has been met. Register and pay the associated fee in Webassessor.
• Third attempt - There is a 14-day waiting period after the second attempt. You will be unable to register for the third attempt until the 14-day waiting period has been met. Register and pay the associated fee in Webassessor.
• Fourth attempt - There is a 14-day waiting period after the third attempt. You will be unable to register for the fourth attempt until the 14-day waiting period has been met. Register and pay the associated fee in Webassessor.
• Should you need additional attempts, you will need to retake the required training and purchase a voucher.
  
  

 Delta, Micro & Core Skills Micro-Certification Suites:

• First attempt - Exam completed with failed results.
• Second and Third attempts – There is a 24-hour waiting period after the first attempt. 
• Fourth attempt – There is a 24-hour waiting period and you are expected to complete the associated training.
  
  

Retaking a previously passed exam in which the certification is still active is not allowed.

Voucher

A voucher is required to register for the initial attempt at a Mainline Certification Exam. Vouchers are distributed upon completion of approved training. The test taker's responsibility is to use the voucher to secure an *exam appointment before the voucher expiration date. 

*Exam appointments are limited to Kryterion's proctor availability. Schedule your appointment in advance. ServiceNow will not provide a voucher extension if you do not secure an appointment before the voucher expiration.

Voucher Distribution:

• Voucher issuance and or voucher purchases are managed through the My Voucher tab in ServiceNow University. 
• Successfully complete the voucher issuing instructor-led class, and the voucher will be issued at no cost.
• Successfully complete the voucher issuing on-demand or simulator course to *purchase a voucher. View your cost from the My Voucher tab in ServiceNow University. There is no *free voucher for on-demand or simulator training. 
• Voucher purchases must be completed and used within one year from the training completion date. 
• Vouchers that have expired can no longer be used. If training completion was less than 18 months ago, create a case with the Certification team related to Vouchers. Refer to Submitting a Support Case for Assistance. Indicate your training was completed less than 18 months ago in the Description field. Your information will be confirmed, and steps will be provided on how to purchase a new voucher at a discount.
• Voucher codes are not required or distributed for micro certifications.
  
  

 Voucher Details:

• Vouchers are available after the successful completion of the required training.
• Vouchers are required to register for the first Mainline Exam attempt. See our Retake Policy for more information.
• Vouchers are *one-time use only and can not be used for additional exam attempts. Note:  You may be issued multiple vouchers in ServiceNow University for course completion in a different delivery format or retaking the course more than once. In that case, you will only be able to use one voucher per Mainline Certification. 
• Vouchers are exam-specific.
• Vouchers are non-transferrable.  
• Vouchers are valid for one year or as stated with the expiration date.
• The voucher expiration date means the exam must be scheduled and completed on or before the voucher expiration date.  
  
  

Vouchers cannot be extended beyond the voucher expiration date. Please review the Obtain a Voucher lesson for detail on vouchers and Webassessor voucher errors.

*Certain circumstances may apply. Partners will be issued only one free voucher for the initial attempt of the CSA exam.
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Candidate Conduct Policy

ServiceNow Certification Program monitors, detects, and acts on any candidate involved in non-independent test taking (NITT). Any candidate engaging in the following NIIT activities is in violation of our policy:

• Requesting access to exam questions, mock exams, or brain dumps from the internet.
• Asking others to take an exam for you.
• Discussing or distributing exam content, this includes sharing exam questions with anyone. 
• Talking to or viewing the screen of other test takers.
• Using any unauthorized tools during the exam. This includes pen, paper, recording devices, or cameras.
• Reproducing exam materials including memorization of the exam questions.
• Altering exam results, certificates, or badges to indicate an active certification.

The following personal items are not allowed at the test center or if taking an online exam:

• Bags     • Purses     • Keys     • Wallets     • Hats     • Briefcases, Backpacks & Bags • Books

• Cell phones     • Calculators     • Portable electronic devices • Watches     • Weapons & Firearms    

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Support

If you have questions or need assistance, refer to Submitting a Support Case for Assistance.

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