1. A method of prioritizing work requests to resolve incidents in an information technology (IT) infrastructure, the method comprising the steps of: a computer dividing, into first and second data sets, historical data of a plurality of work requests to resolve incidents in the IT infrastructure, each of the work requests comprising data fields; the computer generating, using a first set of data fields of the work requests in the first data set, one or more incident concepts; the computer combining the one or more incident concepts with a second set of data fields of the work requests in the first data set to form a set of predictive variables; the computer generating a statistical model utilizing the predictive variables, the statistical model for predicting whether or not work requests will be resolved in accordance with a service level target; the computer validating the statistical model using the second data set; and the computer deploying the validated statistical model to the IT infrastructure.