Described herein are methods, systems, apparatuses and products for determining relative criticality of service tickets in factory-style shared delivery. An aspect provides for accessing ticket information, accessing service level agreement information, accessing future volume estimation information, estimating a number of missed service level objectives that are permissible without having a service level agreement breach; and determining a criticality of at least one received ticket based on said ticket information, said service level agreement information, and said future volume estimation information. Other embodiments are disclosed.