---
title: Exploring Critical Event Management
description: Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/critical-event-management/explore-critical-event-management.html
release: australia
product: Critical Event Management
classification: critical-event-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Critical Event Management, Health and Safety, Employee Service Management]
---

# Exploring Critical Event Management

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

1.  Report the critical event

    An employee reports the critical event, or an agent creates the critical event.

2.  Assign and activate

    The agent assigns the critical event to relevant responders and activates the critical event.

3.  Send notifications

    The agent sends notifications to the impacted people and on-site responders.

4.  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.

5.  Manage communication and responses

    The agent manages the response from the impacted people and communicates with them and the responders.

6.  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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/playbook.md)|Agent|
|Create critical event tickets.|[Report a critical event as an employee](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/report-a-critical-event-as-an-employee.md)|Employee|
|Create critical event tickets.|[Report a critical event as an agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/report-an-emergency.md)|Agent|
|Send notifications to on-site responders and mass notifications to impacted people.|[Send notifications during a critical event](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/notify-impacted-people.md)|Agent|
|View sent notifications.|[View sent notifications for a critical event](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/view-sent-notifications.md)|Agent|
|Track impacted people.|[CEM Impacted people tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/impacted-people.md)|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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/conduct-roll-call.md)|On-site responders|
|Create Health and Safety incidents.|[Create a Health and Safety incident in Critical Event Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/create-hs-incident.md)|Admins|

## What to explore next

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

-   [Configuring Critical Event Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/configure-critical-event-management.md)
-   [Report a critical event as an agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/report-an-emergency.md)
-   [Report a critical event as an employee](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/report-a-critical-event-as-an-employee.md)
-   [Manage impacted people](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/manage-impacted-people.md)
-   [Send notifications during a critical event](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/notify-impacted-people.md)
-   [Critical Event Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/critical-event-management/critical-event-management-reference.md)