Criticality and Services connection

[IT4Fun]

Hi guys!

My question is purely theoretical. So, what is the point of criticality and services are intrinsically connected? I can't understand this behaviour, even after reading ITIL and ITSM pappers. In my point of view and in my work reality, when I open a new ticket, this ticket can be a new service request or an incident. I have a list of services to deal with all the possible services request and, of course, each one of them has it's own criticality. But, when my new ticket is an incident, with no specified service, I can't set the criticality manually, since it is connected to services. This is a problem, once the Priority field needs Criticality to be automatically calculated.

So, if anyone can clarify this question or, at least, point to some documentation, I will be grateful.

[crythias]

A Service is something that needs to be fixed.
Criticality relates to the business-critical nature of the ticket, and in this case, the Service.

The idea is that the Service to be repaired is the Email server, which has a high Criticality. Couple that with the Impact, and the C-I-P matrix sets the Priority of the ticket.