SLA

Following link is useful in understanding the technicalities in preparing service level agreement. The data capture and escalation required for proper implementation of SLA should be done through some well formed system e.g. helpdesk preferably an automated one.

http://www.envision-sbs.com

IBM Hardware Sizing Questionnaires

Following link takes you to pages where you can get questionnaires that can help in deciding about hardware requirement for different applications. This is just to get the idea about the kind of considerations that goes in hardware sizing.

www.ibm.com/erp/sizing

Buying Tips

Following link provides useful buying tips for Hardware and Software for small users

http://www.computerhope.com/btips/