• I've yet to find a good config mgmt template for the SLA part, but more on that point:

    You'll want to define how different priorities are handled. What if you receive a RUSH request? Do you have "standard" equipment defined. What if you receive a non-standard request? Do you have any notifications in place that will notify you if you are about to breach an SLA? etc...

    If I find a template, I'll let you know...