Critical Event Management

Add roles to groups that are mapped to a location.

Add roles to a member of the group mapped to a location.

Add members to the group mapped to a location.

Manually add people to the impacted people list who may have visited the critical event location. Adding people help account for visitors, as their names won’t be automatically generated in the impacted people list.

The dashboard for Critical Event Management (CEM) in the Health and Safety Workspace gives a comprehensive view of all active, ongoing, and resolved critical events, enabling agents to monitor and manage incidents effectively.

Various email templates are available depending on the purpose of the communication, whether it's for employees, or on-site responders.

Field description to add a new communication plan.

Several types of components are installed with the Critical Event Management application, including tables and user roles.

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.

Create groups and assign roles to individuals in the group.

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.

Configure notification templates that agents can use to compose and send emails during a critical event.

Configure the knowledge articles that appear in the Policies and Procedure section of the Workplace Emergency page.

Configure the application properties for Critical Event Management (CEM) to access the map feature on the dashboard and to. set the maximum contacts for Email and SMS according to organizational needs.

To enable the SMS feature for sending notifications, configure the Twilio telephony service.

Mark duplicate or related critical events as child events and link them under the main, parent event.

Report a Health and Safety incident through the Related records Related Item in Critical Event Management.

Field descriptions on the form for a communication task.

Create an on-demand, customized message for a critical event in Critical Event Management, choose how often to send it, and select the communication channels.

Reference topics offer additional information about the lists and forms that you use to configure and operate the Critical Event Management application.

The ServiceNow Critical Event Management (CEM) application enables streamlined response to critical events and global threats. It provides end-to-end management of critical events with structured, repeatable playbooks, facilitating efficient task assignment across teams and locations.

On-site responders use the critical event portal in Critical Event Management to conduct roll calls, coordinate individuals to the assembly point, and gain a complete view of the emergency.

You can use the Critical Event Management application to create a critical event record.

Define the communication plan, tasks, and recipients that help the agent create a communication task to send out mass notifications.

All employees in an organization can access the Employee portal using the Critical Event Management application.

Self-report your status as an employee in a critical event through the email or SMS notification that you receive from an agent or responder.

Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.

Export an impacted people list as a PDF, CSV, JSON, or Microsoft Excel file in Critical Event Management and either download or email the file.

Generate an impacted people list for a critical event in Critical Event Management. The impacted people list is used to account for every individual in the critical event location.

Descriptions of the possible statues for impacted people.

In Critical Event Management (CEM), agents can view a list and update the status of impacted people in a critical event.

You can install the Critical Event Management application with the admin role. If the demo data and related applications aren’t installed by default, the application includes demo data to install them.

The list of impacted people is populated based on the selected location and includes individuals from any child locations in the Location [cmn_location] table hierarchy.

Generate and manage an impacted people list,view an impacted person's record, and update their status in Critical Event Management.

Add or edit the list of recipients for various communication tasks.

Manage the related records in the Related records Related Item of a critical event in Critical Event Management. Related records include other critical event tasks, Health and Safety incidents, child critical events, and sent notifications.

Map the on-site responder groups with the location, enabling these groups to be automatically populated when the location is selected in a new critical event.

Take attendance of the impacted people in Critical Event Management and request help if needed.

Field descriptions on the form for a critical event. It includes the Critical Event form section and the Closure form section.

Field descriptions to add a new member to a group mapped to a location.

On a critical event record, the Notification center has preformatted communication templates that agents can send to impacted people and on-site responders during critical situations.

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.

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.

In Critical Event Management (CEM), the Related records tab enables agents to view and manage critical event tasks, Health and Safety incidents, child critical events, and any sent notifications linked to the current critical event.

Create a ticket to report a critical event in Critical Event Management as an employee.

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 agent or an employee, and self-report your status as an employee.

A critical event playbook in Critical Event Management provides a step-by-step guide to help you manage a critical event from initiation to resolution.

View the emergency procedures as an employee by logging in to the employee portal.

View and track the status of an impacted person's record as an agent in Critical Event Management.

View the list of notifications received for an impacted person in Critical Event Management.

View all notifications sent for a critical event in the Related records Related Item in Critical Event Management.