A service framework uses importance ranking information in making call decisions and/or wait-time decisions in connection with service requests. Each of the service requests has an importance ranking which reflects the importance of the information provided by the service to a task being performed. The health of a service may be controlled by permitting fewer (or more) service requests to be made to the service when the service is less (or more) healthy. The likelihood of a service request being made to the service may depend on the importance ranking of the service request. When waiting for a response, a determination whether to continue waiting may be made based on the likelihood that the service has failed and based on the importance of the information to the task being performed.