1. A computer implemented method for correlating an incident service ticket with an incident resource ticket comprising: in response to a creation of an incident service ticket in a certain service category; performing a first search searching with a data processor for open incident resource tickets of the same or similar category; performing a second search searching with the data processor based on a set of similarity roles for corresponding critical configuration items defined in business service configuration items; and when both the first and second searches succeed, performing a third search searching with the data processor of found open incident resource tickets from the first search ordered by time using found corresponding critical configuration items from the second search and, when a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket.
8. The method of claim 1 , further comprising updating critical configuration item information based on historical information.