Retake policy - All Credentials
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Retake policy - All Credentials

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Audience

 All Learners

Overview

Review the information below:

  • To understand the difference between a retake voucher and the re-entry process to the credential program when your credential has expired.
  • For our Retake Policy for all credentials

Use the links below to review each of the overview topics:

Explanation

Definition of Retake Exam Voucher and Re-entry Process 

There is often confusion that retaking an exam and re-entering the credential program mean the same thing. However, there is a difference between the two.

Retake: When you have failed the exam previously, your subsequent attempts are retakes.

Re-Enter: If a previously held credential has either retired or expired, it is no longer current. Therefore, you need to re-enter the program by earning the previously held credential or a new credential. Refer to the Re-enter the Program - Certification Expiration or the Be Aware - Upcoming Exam and Credential Retirement lessons.

Retake Policy - Certifications

Upon training completion, an initial attempt exam voucher is obtained. That exam voucher allows exam registration for your first attempt at an exam. If you fail that exam attempt, follow our Retake Process.

A fee is assessed for each exam attempt after the initial attempt in Webassessor.  The Credential Program 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 cannot be used for a retake exam attempt.  
NOTE: Exceptions apply for ServiceNow Employees, Impact Customers, and Enterprise Training Partners.  

Retake Policy Specifics by Audience  

ServiceNow's Retake Policy  allows candidates to attempt an exam four times before additional training is required. Our Retake Policy is dependent on:

  • A test taker’s employer and that employer’s relationship with ServiceNow.
    This policy differs for Credential Candidates, Partners, Total and Advanced Impact Customers, and ServiceNow employees.
  • The number of exam attempts a test taker has completed.

 

Use the tables below to better understand our Retake Policy for each Credential type and audience.

Mainline Delta, Micro- Certification, Delivery Accreditations.

Credential Second Attempt (the first attempt was a failed result) Third and Fourth Attempt Additional Attempts
Mainline Delta Exam There is no waiting period between attempts. There is no waiting period between attempts Should you need additional attempts, your certification will expire, and you will need to retake the required training to re-enter the program.
Micro-Certifications There is a 24-hour waiting period after the first attempt. There is a 24-hour waiting period Submit a case in Now Learning to request another attempt. You are expected to complete the associated training.
Delivery Accreditations There is a 24-hour waiting period after the first attempt. There is a 24-hour waiting period Failing a quiz four times will require you to re-complete the required paired training content.

 

Mainline Certifications:

 NOTE: Partner and Customer discounts are not applicable for the retake fee. See other tables below for exceptions for Advanced, Total Impact Customers, and ServiceNow employees.

Mainline Certifications 

Credential Candidates
# of Exam Attempt

Waiting Period
Between Attempts 

Webassessor Exam
Registration Requirements 
Action Required
1 Use the required initial attempt voucher 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.
  2. Log into Webassessor and register using your voucher ID. Review the Register for your Mainline Exam
23 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
314 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
414 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
More than 414 DaysPurchase Retake training and a voucher 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request training reset in the Short Description field.
    • Type Request training reset to allow purchase of training and a new voucher in the Description field.
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Impact Customers
(Total and Advanced only) 
# of Exam Attempt

Waiting Period
Between Attempts 

Webassessor Exam
Registration Requirements 
Action Required
1 Use the required initial attempt voucher 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.
  2. Log into Webassessor and register for the exam using your voucher ID. Review the Register for your Mainline Exam.
23 DaysUse the 1 free retake voucher provided 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.

    NOTE: If you don't see the voucher under the My Voucher tab, this is most likely because you failed your mainline exam before your company qualified for company training benefits. This situation requires a payment for a retake voucher.

  2. Log into Webassessor and use one of the following:
314 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register for the exam. Review the Register for your Mainline Exam.
  2. Pay the fee.
414 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register for the exam. Review the Register for your Mainline Exam.
  2. Pay the fee.
More than 414 DaysPurchase Retake training and a voucher 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request training reset in the Short Description field.
    • Type Request training reset to allow purchase of training and a new voucher in the Description field.
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Impact Customer
(After May 2024)
# of Exam Attempt

Waiting Period
Between Attempts 

Webassessor Exam
Registration Requirements 
Action Required
1 Use the required initial attempt voucher 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.
  2. Log into Webassessor and register for the exam using your voucher ID. Review the Register for your Mainline Exam.
23 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
314 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
414 Days
  • Mainline Certifications: pay $100 using a credit card  
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
More than 414 DaysPurchase Retake training and a voucher 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request training reset in the Short Description field.
    • Type Request training reset to allow purchase of training and a new voucher in the Description field.

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Certified Technical Architect

# of Exam Attempt

Waiting Period
Between Attempts 

Webassessor Exam
Registration Requirements 
Action Required
1 Use the required initial attempt voucher 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.
  2. Log into Webassessor and register using your voucher ID. Review the Register for your Mainline Exam
23 Days
  • Certified Technical Architect Certification: pay $150 using a credit card
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
314 Days

Certified Technical Architect Certification: pay $150 using a credit card

  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
414 Days
  • Certified Technical Architect Certification: pay $150 using a credit card
  1. Log into Webassessor to register. Review the Register for your Mainline Exam.
  2. Pay the fee.
More than 414 DaysPurchase Retake training and a voucher 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request training reset in the Short Description field.
    • Type Request training reset to allow purchase of training and a new voucher in the Description field.

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ServiceNow Employees
# of Exam Attempt

Waiting Period
Between Attempts 

Webassessor Exam
Registration Requirements 
Action Required
1 Use the free voucher provided 
  1. Log into NL to locate the voucher on the My Voucher tab. Review the Obtain a Voucher lesson.
  2. Log into Webassessor and register for the exam using your voucher ID. Review the Register for your Mainline Exam.
23 DaysUse the free retake voucher provided 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request retake voucher in the Short Description field.
    • Type Request retake voucher in the Description field.
314 DaysUse the free retake voucher provided 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request retake voucher in the Short Description field.
    • Type Request retake voucher in the Description field.
414 DaysUse the free retake voucher provided 
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request retake voucher in the Short Description field.
    • Type Request retake voucher in the Description field.
More than 414 DaysRetake training to obtain a voucher
  • Log into NL to submit a case for help with the credential voucher, refer to Submitting a Support Case for Assistance.
    • Type Request training reset in the Short Description field.
    • Type Request training reset to allow for a new voucher in the Description field.
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Support

If you have questions or need assistance, please log a case in Now Learning