---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Explore

# Exploring Critical Event Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Critical Event Management

Critical Event Management (CEM) is a platform designed to help ServiceNow customers report, manage, and resolve critical situations efficiently.
Employees or operators can report events, while agents assign tasks to on-site responders who assist affected individuals.
The operator closely monitors the event until resolution, ensuring coordinated communication and response.
Show full answer Show less  

## Key Features

* **User Roles:**
  * **Admin:** Manages CEM setup and Health and Safety incident creation.
  * **Agent:** Initiates and manages critical event tickets, assigns responders, sends notifications, and monitors event progress.
  * **Employee:** Reports emergency requests to trigger event management.
  * **On-site Responder:** Coordinates impacted people, conducts roll calls, and updates statuses at assembly points.
* **Critical Event Workflow:**
  * Event reporting by employees or agents.
  * Assignment and activation of responders by agents.
  * Sending notifications to impacted people and responders.
  * On-site coordination and roll calls by responders.
  * Ongoing communication and status updates managed by agents.
  * Event resolution, including creation of Health and Safety incidents if needed, followed by event closure.
* **Notifications and Tracking:** Agents can send mass notifications and view sent notifications, while responders update impacted people's statuses through roll calls.
* **Incident Creation:** Admins can generate Health and Safety incidents directly from CEM as part of event resolution.
* **Guided Management:** The CEM Playbook provides a clear, step-by-step process for agents to follow during critical events.

## Key Outcomes

* Streamlined reporting and management of critical events, ensuring timely response and coordination.
* Improved communication with impacted individuals and on-site responders through targeted notifications and roll calls.
* Clear role definitions enable efficient task assignments and accountability throughout the event lifecycle.
* Integration with Health and Safety incident management supports compliance and post-event analysis.
* Overall, CEM empowers ServiceNow customers to handle emergencies systematically, reducing risk and enhancing safety.  
Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.

## Critical Event Management overview {#explore-critical-event-management__cf-exploring-parent-overview}

Critical Event Management offers a platform to report and manage critical situations. Employees or operators report an event, and on-site responders assist the impacted people. The operator monitors the critical event
closely until it's resolved.

## Critical Event Management Users {#explore-critical-event-management__cf-exploring-parent-users}

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| Users | Description |
|-|-|
| Admin | Administrator for Critical Event Management |
| Agent | Works on the Critical Event Management record from initiation to resolution. |
| Employee | Raises emergency requests. |
| On-site responder | Addresses the emergency incident reported by an agent or employee. |
[Table 1. Critical Event Management users]

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## Critical Event Management workflow {#explore-critical-event-management__cf-exploring-parent-workflow}

1. Report the critical eventAn employee reports the critical event, or an agent creates the critical event.

2. Assign and activateThe agent assigns the critical event to relevant responders and activates the critical event.

3. Send notificationsThe agent sends notifications to the impacted people and on-site responders.

4. Initiate roll call and coordinateOn-site responders coordinate people at the assembly point and take roll calls to update their status in the impacted people list.

5. Manage communication and responsesThe agent manages the response from the impacted people and communicates with them and the responders.

6. Close the critical eventOnce the situation is resolved, the agent resolves the critical event, creates Health and Safety incidents if needed, and then closes the event.

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## Critical Event Management benefits {#explore-critical-event-management__cf-exploring-parent-benefits}

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| Benefit | Feature | Users |
|-|-|-|
| Efficiently manage critical events with the clear, step-by-step guide with a playbook. | [CEM Playbook tab](https://servicenow-prod.fluidtopics.net/OoomyhgbBwO23~Yg15F4lg "The Playbook tab in Critical Event Management (CEM) provides an agent a step-by-step guide for managing critical events. It tracks tasks across different phases and confirms that all necessary actions are completed.") | Agent |
| Create critical event tickets. | [Report a critical event as an employee](https://servicenow-prod.fluidtopics.net/Ogm8R21uYQb4qpZrAI_oog "Create a ticket to report a critical event in Critical Event Management as an employee.") | Employee |
| Create critical event tickets. | [Report a critical event as an agent](https://servicenow-prod.fluidtopics.net/P9xkYSVcKrBu1EXyAVZldQ "Create a ticket to report a critical event in Critical Event Management as an agent when an emergency alarm is raised offline.") | Agent |
| Send notifications to on-site responders and mass notifications to impacted people. | [Send notifications during a critical event](https://servicenow-prod.fluidtopics.net/Cbd823eBfUELJm8RMXZ1jQ "Send critical event notification to impacted people and on-site responders in Critical Event Management to inform them of the situation and request their response.") | Agent |
| View sent notifications. | [View sent notifications for a critical event](https://servicenow-prod.fluidtopics.net/5hSp2zdUq5oKo6KtIF_pAQ "View all notifications sent for a critical event in the Related records Related Item in Critical Event Management.") | Agent |
| Track impacted people. | [CEM Impacted people tab](https://servicenow-prod.fluidtopics.net/H7nnhjaN8ncZEYrwaMZiaw "In Critical Event Management (CEM), agents can view a list and update the status of impacted people in a critical event.") | Agent |
| Conduct roll calls and update the status of impacted people by logging in to their portal. | [Conduct a roll call as an on-site responder](https://servicenow-prod.fluidtopics.net/2dL__9o6AQ~WYJUBj5uJFA "Mark the status of the impacted people in a critical event in the responder portal. You can also manually add more impacted people in the list.") | On-site responders |
| Create Health and Safety incidents. | [Create a Health and Safety incident in Critical Event Management](https://servicenow-prod.fluidtopics.net/O22PJ4LVYnQHvUedBl~Xjw "Report a Health and Safety incident through the Related records Related Item in Critical Event Management.") | Admins |
[Table 2. Critical Event Management benefits]

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## What to explore next {#explore-critical-event-management__cf-exploring-parent-links}

To learn more about configuring and using Critical Event Management, see:

* [Configuring Critical Event Management](https://servicenow-prod.fluidtopics.net/QcR7mK1O0zX86t_E6v2VDg "As an admin you can customize the Critical Event Management application by installing the application and reviewing and configuring the components that are installed with the application.")
* [Report a critical event as an agent](https://servicenow-prod.fluidtopics.net/P9xkYSVcKrBu1EXyAVZldQ "Create a ticket to report a critical event in Critical Event Management as an agent when an emergency alarm is raised offline.")
* [Report a critical event as an employee](https://servicenow-prod.fluidtopics.net/Ogm8R21uYQb4qpZrAI_oog "Create a ticket to report a critical event in Critical Event Management as an employee.")
* [Manage impacted people](https://servicenow-prod.fluidtopics.net/7hcRhV5YXq4fTkVhsfb1Cw "Generate and manage an impacted people list,view an impacted person's record, and update their status in Critical Event Management.")
* [Send notifications during a critical event](https://servicenow-prod.fluidtopics.net/Cbd823eBfUELJm8RMXZ1jQ "Send critical event notification to impacted people and on-site responders in Critical Event Management to inform them of the situation and request their response.")
* [Critical Event Management reference](https://servicenow-prod.fluidtopics.net/54n7Lnf4g4axtb~RiLEreQ "Reference topics offer additional information about the lists and forms that you use to configure and operate the Critical Event Management application.")
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