Exploring Critical Event Management
Summarize
Summary of Exploring Critical Event Management
Critical Event Management (CEM) provides a robust platform for reporting and managing critical situations in real-time. Employees or operators can report events, enabling on-site responders to assist those affected. The process is monitored closely by agents until resolution.
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Key Features
- User Roles:
- Admin: Manages the CEM platform.
- Agent: Handles records from initiation to resolution.
- Employee: Raises emergency requests.
- On-site Responder: Addresses reported incidents.
- Workflow Steps:
- Report the critical event by employees or agents.
- Agents assign tasks and activate the event.
- Notifications are sent to impacted individuals and responders.
- On-site responders coordinate at assembly points and manage roll calls.
- Agents manage ongoing communication and close the event post-resolution.
- Benefits:
- Efficient management of critical events through a structured playbook.
- Creation of critical event tickets by both employees and agents.
- Ability to send notifications and track impacted individuals.
- On-site responders can conduct roll calls and update statuses.
- Admins can create Health and Safety incidents as needed.
Key Outcomes
By utilizing Critical Event Management, ServiceNow customers can effectively manage emergencies, streamline communication, and ensure a coordinated response to critical situations, ultimately enhancing the safety and well-being of all involved.
Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.
Critical Event Management 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
| 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. |
Critical Event Management workflow
- Report the critical event
An employee reports the critical event, or an agent creates the critical event.
- Assign and activate
The agent assigns the critical event to relevant responders and activates the critical event.
- Send notifications
The agent sends notifications to the impacted people and on-site responders.
- Initiate roll call and coordinate
On-site responders coordinate people at the assembly point and take roll calls to update their status in the impacted people list.
- Manage communication and responses
The agent manages the response from the impacted people and communicates with them and the responders.
- Close the critical event
Once the situation is resolved, the agent resolves the critical event, creates Health and Safety incidents if needed, and then closes the event.
Critical Event Management benefits
| Benefit | Feature | Users |
|---|---|---|
| Efficiently manage critical events with the clear, step-by-step guide with a playbook. | CEM Playbook tab | Agent |
| Create critical event tickets. | Report a critical event as an employee | Employee |
| Create critical event tickets. | Report a critical event as an agent | Agent |
| Send notifications to on-site responders and mass notifications to impacted people. | Sending notifications during a critical event | Agent |
| View sent notifications. | View sent notifications for a critical event | Agent |
| Track impacted people. | CEM Impacted people tab | 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 | On-site responders |
| Create Health and Safety incidents. | Create a Health and Safety incident in Critical Event Management | Admins |