Production Control automation

We (a state government org. with funding problems..overtime, shift differantials, etc) are moving to install Tidal's Sys*Admiral as a cross platform production control agent.

we plan to use this product to emulate a 7/24 operations center.

Ourquestions are
1. how best to capture the current production environment.
2. How best to create procedures and protocals to insure new production is correctly delivered to procustion control, i.e. tested, documented, run procedures, interrupt handling, who to call/page, end user expected turn around are addressed
3. we are also looking at starting Service Level Agreements at the same time. How do we interface these into the system?

Any help/experience in these areas would be greatly appricated