Exams with Pearson VUE FAQs


Audience

All Learners

Overview  

To provide a more flexible and globally accessible testing experience, ServiceNow University exams are now delivered through Pearson VUE. You can register, schedule, and take your exams directly on the Pearson VUE platform.

This FAQ covers:

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Here’s a useful demo of the ServiceNow University Pearson VUE interface:

 

Exams with Pearson VUE FAQs

Frequently Asked Questions

Pearson VUE

Question

Answer

What is Pearson VUE? 

Pearson VUE is a global testing provider and the official platform for scheduling and delivering ServiceNow University certification exams. All exams are managed through Pearson VUE, providing an enhanced and streamlined experience.

Will the exam format or questions change with the Pearson VUE? 

Pearson VUE is the official platform for scheduling and delivering ServiceNow University certification exams. The exam content and questions remain the same; only the layout and delivery interface are provided through Pearson VUE.

What are the key highlights for the new Pearson VUE platform and the previous Kryterion/Webassessor platform? 
FeaturePearson VUEKryterion/Webassessor
SSO IntegrationSeamless login through ServiceNow University (SNU)Login required through a separate account
Voucher HandlingNo voucher codes needed; exams are registered and paid directly in SNU, then scheduled on VUEManual voucher codes required; linking requirements and set up required
Test Center Availability5,500+ global test centers for broader accessSmaller number of test centers available
User ExperienceBranded, modern experience integrated with SNUSeparate system with a different interface
Exam SchedulingFlexible self-service schedulingScheduling options available, but more manual
Accessibility (ADA Support)Improved accessibility and ADA complianceStandard accommodations supported

Will I need to create an account in Pearson VUE?

No, you do not need to create a separate Pearson VUE account. You can access exams directly through your ServiceNow University (SNU) account. The system uses secure Single Sign-On (SSO), so Pearson VUE connects automatically and seamlessly with SNU.

What is the Pearson VUE process and  what does it involve?

All exam registrations and scheduling now take place on the Pearson VUE platform. Vouchers can no longer be claimed or redeemed on Webassessor (Kryterion), and no new exam registrations or scheduling are allowed there. Your certification records and exam history have been automatically transferred, so no action is required on your part.

Can I still schedule new exams on Webassessor (WA) via Kryterion? No. Users can no longer schedule new exams on Webassessor through Kryterion.
Will I still receive my company entitlements and discounts with Pearson VUE?
Yes, your company entitlements and discounts remain the same. There is no change to your eligibility or benefits. 

Will my existing credentials in Webassessor be moved to the new system?

Yes. All your certification records from Webassessor have been automatically transferred to the Pearson VUE platform. You do not need to take any action. Your credentials remain valid and are visible in your profile.

What happens if I don’t reschedule and my exam is canceled? 

You can register and schedule your exam directly through Pearson VUE. 

When can I take my exam?

You can take your exam at any point in time when you are ready.

Once I register for my exam how long do I have to take the exam?

Once registered, you will have 90 days to complete your exam before the registration expires. 

NOTE: Refunds will not be issued, once registration expires.

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Pearson VUE Exam Registration & Scheduling

NOTE: This information applies to exams scheduled on or after November 18, 2025. 
QuestionAnswer

How can I register for an exam?

 

 

 

 

There are three ways to register for an exam.

  1. If you have completed an Instructor-led training course with a corresponding certification, you will receive an email with instructions on how to register for an exam. Alternatively, you can Log in to ServiceNow University, navigate to the My Exam page under My University Account, and your available exam will appear here.
  2. If you complete an on-demand course with a corresponding certification, the last module will provide instructions on how to register for the exam. By clicking View Exam, you can navigate to the exam registration page.
  3. Log in to ServiceNow University, click on Explore Catalog in the top right, navigate to Credential, and locate the exam you would like to take, OR navigate to Credential Program, and then Credential Paths, and locate the exam you would like to take.

    Refer to Registering for your exam in ServiceNow University via Pearson VUE.

Do I need to complete on-demand or instructor-led training (ILT) before I can access exams?

No, except for Expert Programs - Architecture Excellence (ArchX), Certified Technical Architect (CTA), and Certified Master Architect (CMA). You can search for your exam, pay the fee, register, and schedule it directly.

If I complete the ILT course, do I have to pay the initial exam fee? 

No, there’s no change. If you successfully complete an Instructor-Led Training (ILT) class, your exam is included. When you are ready, you can register and schedule your exam.

I don’t have any exams planned. Is there anything I should do on my side? 

You will receive exam instructions when you schedule your exam. 

Is there a deadline to register for the exam?

No, there is no fixed deadline. You can register whenever you feel ready and prepared to take the exam.

Is there a time limit to register for the exam?

No, there is no time limit. You can register whenever you're ready. The registration process includes submitting your personal details and making payment if required. This information is then shared with Pearson VUE to proceed with scheduling your exam. 

What happens once I register for the exam?

Once you register for the exam and make the necessary payments, you gain the ability to schedule your exam and your status will be updated to Pending Scheduling (i.e., Registered but not Scheduled). 

How soon can I schedule my exam after registering?
Almost immediately. Once payment is complete, you can schedule your exam—usually within a minute. Refer to Scheduling your exam in ServiceNow University via Pearson VUE.
How long do I have to schedule my exam after registering?

You have a 90-day window from the date of registration to schedule your exam. This deadline is fixed and does not extend, even if you choose to reschedule.

Example: If you register on May 31, you must schedule your exam by August 29.

What happens if I do not schedule within 90 days?

If you do not schedule your exam within 90 days of registering, your registration will expire. To take the exam, you will need to register again and pay the full exam fee to register.

Can I reschedule or cancel my exam? 
We do not offer cancellations, but you can reschedule your exam without a fee if it’s within the allowed timeframe. 
  • Test Center (in-person): At least 48 hours before the exam.
  • OnVUE (virtual): At least 24 hours before the exam.
Exam payments are non-refundable. If you reschedule after the deadline, or miss your exam, it counts as a "No Show" and you’ll need to pay the retake fee.
 
After registering for an exam, you have a fixed 90-day period to schedule it. You can reschedule as many times as you like within these 90 days, but the end date does not change.

For rescheduling your exam, refer to Rescheduling your exam in ServiceNow University via Pearson VUE.
Is there a fee for rescheduling or cancelling? 

Cancellations are not available, but you can reschedule your exam at no cost if you do so within the permitted timeframe:. 

  • Test Center (in-person): At least 48 hours before the exam. 
  • OnVUE (virtual): At least 24 hours before the exam. 

Exam payments are non-refundable.

Will I get a refund if I cancel within the allowed time? 
We do not offer cancellations, but you can reschedule your exam without a fee. Exam payments are non-refundable.
What if I reschedule my exam? 

You can reschedule your exam at any time within the 90-day scheduling window. However, the end date of that window remains fixed and does not extend.

Example: 
  • John registers on December 1, 2025
  • Schedules exam for January 15, 2026
  • Reschedules on January 10, 2026
  • The scheduling window still ends on March 1, 2026.
How do I contact Pearson VUE support?

Access customer service support and frequently asked questions for test takers - Pearson VUE Customer Support.

IMPORTANT:

When communicating directly with Pearson Support ensure to have your candidate ID for verification or validation, you can find it in your "Authorization To Test" email from Pearson.

 

What happens to current certifications and credentials?

Your existing certifications and credentials will remain valid and unchanged. You will continue to have full access to them through your ServiceNow University (SNU) dashboard.

Re-take

What is a retake scenario?
  • Retake: Applies when a user fails, misses, or no-shows an exam and wants to attempt it again. 
What if I’m registering for a retake with a waiting period period? 

In this case, the 90-day scheduling window begins after the waiting period period ends. 

Example: If you register for a retake on December 1 with a 10-day waiting period, your scheduling window will run from December 11 to March 11. 

 Can I retake exams? 

Yes, you can retake mainline exams such as CSA, CAD, CPOA, and CIS as many times as needed. A retake fee is required for each attempt. 

The retake fee is $150 for the CSA, CAD, & CPOA exams, and $225 for all CIS exams.

There is a 3-day waiting period between the first and second attempt, 30 days between the second and third. All subsequent attempts require a 6-month waiting period. 

NOTE:

What happens if I miss, fail, don't show up for exam or don’t schedule my exam within the allowed time? 
 Scenario Status Next Step 
1Paid & scheduled, but missed or failed (initial exam attempt) Attempt consumed Pay retake fee (e.g., $150*) 
2Paid but didn’t schedule within 90 days (initial exam attempt) Attempt expired Pay full exam fee again (e.g., $300*) 
3Paid retake fee but didn’t schedule within 90 days (retake exam attempt) Attempt expired Pay retake fee again (e.g., $150*) 

NOTE: 

  • Exam prices may vary and payments are non-refundable.
  • Discounts vary for eligible customers and partners.
  • Exams and retakes can be paid with a credit card or Learning Credits. 

Discover Certifications in SNU

How can I discover new certifications and proctored exams in ServiceNow University (SNU) platform?Explore certifications to validate your expertise in ServiceNow products and unlock new career opportunities. Click here to view your proctored certifications list, where you can find recommended learning paths and any prerequisites needed to register for your exam.

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