---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Explore

# Exploring Critical Event Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](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) in ServiceNow provides a structured platform to report, manage, and resolve critical incidents affecting employees and operations.
It enables employees or operators to report emergencies, assigns on-site responders to assist impacted individuals, and allows operators to monitor the event closely until resolution.
Show full answer Show less  

## Key Features

* **User Roles:**
  * **Admin:** Oversees CEM configuration and Health and Safety incident creation.
  * **Agent:** Manages critical event records from initiation to closure, assigns responders, sends notifications, and communicates with impacted people.
  * **Employee:** Reports emergency requests.
  * **On-site Responder:** Coordinates people at assembly points, conducts roll calls, and updates impacted people status.
* **Workflow:**
  1. Report the critical event by an employee or agent.
  2. Assign and activate the event, designating appropriate responders.
  3. Send notifications to responders and impacted individuals.
  4. On-site responders coordinate assembly and conduct roll calls, updating impacted people records.
  5. Agents manage ongoing communication and responses.
  6. Close the critical event after resolution, creating Health and Safety incidents if necessary.
* **Playbook Guidance:** Agents benefit from a clear, step-by-step playbook to efficiently manage events.
* **Notification Management:** Agents can send and view notifications related to the event, ensuring timely communication.
* **Tracking Impacted People:** Real-time tracking and status updates of affected individuals are supported through dedicated tabs and portals.
* **Health and Safety Incident Creation:** Admins can generate related incidents post-event for further action or compliance.

## Key Outcomes

* Streamlined response to critical events through role-specific actions and clear workflows.
* Improved communication via notifications and coordinated roll calls, enhancing safety and accountability.
* Comprehensive tracking and management of impacted people to support timely assistance and accurate status updates.
* Ability to document and escalate health and safety concerns following event resolution.  
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://www.servicenow.com/docs/M9iv1icxR3m2MnFbOO2OPQ "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://www.servicenow.com/docs/tffaPhfxu02DSdrbZ1gItg "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://www.servicenow.com/docs/EPif~qcV32XZfF2WLbDvCw "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. | [Sending notifications during a critical event](https://www.servicenow.com/docs/8vbHzeV~56odUQsyymtZBA "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://www.servicenow.com/docs/LgC2iV6RlIt24zN~Ay9QgA "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://www.servicenow.com/docs/z3jRFFiQ8HO9HlejooLKcg "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://www.servicenow.com/docs/DD0KyE9gWfy2l6A7niQfGA "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://www.servicenow.com/docs/VIo8iyaMyh3S2AOlUjo7sQ "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://www.servicenow.com/docs/L7DX8udLGy0qzCohcwK86A "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://www.servicenow.com/docs/EPif~qcV32XZfF2WLbDvCw "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://www.servicenow.com/docs/tffaPhfxu02DSdrbZ1gItg "Create a ticket to report a critical event in Critical Event Management as an employee.")
* [Managing impacted people](https://www.servicenow.com/docs/ZMrsi4E~8R3qJABNA9CBIA "Generate and manage an impacted people list,view an impacted person's record, and update their status in Critical Event Management.")
* [Sending notifications during a critical event](https://www.servicenow.com/docs/8vbHzeV~56odUQsyymtZBA "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://www.servicenow.com/docs/oiNTt2GcvXaLC54tGH0YHA "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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