Project Support Outline

Does anyone have an outline that could be used by a helpdesk in accepting support of a project? Looking for guidelines in establishing sla’s, escalation, call flows, etc. for a new project into an enterprise. More often than not, it seems that many projects get initiated by the business and IT is brought in after the fact to support the initiative. Just want a basic outline of questions that should be completed before the project is accepted for support.

Thanks in advance.