GlideFast Integration Services - SOW 19 May (005).pdf

STATEMENT OF WORK

GLIDEFAST INTEGRATION SERVICES

19 May 2026

1.0 Project Overview & Scope

1.1 Objective

1.1.1 The purpose of this SOW is to define the specific services, deliverables, and terms under which GlideFast Consulting will provide implementation, configuration, and consulting services to the 78th ABW for the designated ServiceNow modules within a Government (FedRAMP) Data Center environment.

1.2 Scope of Services

1.2.1 GlideFast Consulting will provide implementation, configuration, and advisory services to deploy the designated ServiceNow modules for the 78th ABW. The scope of work is categorized by functional areas below:

1.2.2 Core Platform & Infrastructure Initialization

1.2.2.1 Instance Setup: Provision and establish the baseline configuration for the

ServiceNow Instance within the Government (FedRAMP) Data Center, ensuring compliance with baseline security requirements.

1.2.2.2 IMPACT Services Alignment: Utilize ServiceNow IMPACT Services frameworks and accelerators to ensure platform health, establish governance best practices, and accelerate time-to-value.

1.2.2.3 Business Stakeholder Configuration: Configure role-based access for Business Stakeholder Users (v4) to ensure leadership and non-fulfiller personnel have appropriate visibility into dashboards, approvals, and reports.

1.2.3 IT Service & Operations Management

1.2.3.1 ITSM Professional Configuration: Implement core IT Service Management (ITSM) processes (e.g., Incident, Problem, Change, and Request Management) tailored for Fulfiller Users (v3).

1.2.3.1.1 ITOM AIOps Professional Setup: Deploy IT Operations Management (ITOM) AIOps capabilities, configuring Discovery and Event Management for up to the defined Subscription Unit RM Lvl 3 limits to improve proactive incident resolution and infrastructure visibility.

1.2.3.2 Asset & Enterprise Architecture Management

1.2.3.2.1 Hardware & Software Asset Management (HAM/SAM Pro): Implement HAM Pro and SAM Pro (Subscription Unit v2) workflows to track hardware lifecycles, normalize software assets, and manage license compliance.

1.2.3.2.2 Enterprise Architecture Professional: Configure the Application Portfolio Management (APM) workspace and Business Application RM Lvl 3 capabilities to align the 78th ABW’s IT infrastructure with mission goals.

1.2.3.3 Workplace & Custom Solutions

1.2.3.3.1 Workplace Service Delivery Professional: Configure workplace workflows and reservations for Application Users (v2) to streamline facility and resource requests.

1.2.3.3.2 App Engine & Integration Hub: Enable custom application development utilizing App Engine Enterprise (for Fulfiller Users) and configure Integration Hub Starter V2 to establish baseline connections with external 78th ABW systems.

1.2.3.4 Platform Enhancements

1.2.3.4.1 AI Search Starter: Implement AI-powered search capabilities across platform Documents to improve knowledge discovery and user self-service.

1.2.3.4.2 Agile Team Module: Configure the Agile Development application to allow the 78th

ABW to manage future platform stories, sprints, and backlogs natively within ServiceNow.

1.3 Roles & Responsibilities

1.3.1 This section defines the roles of the project team members from both GlideFast

Consulting and the 78th ABW. Successful implementation of the ServiceNow platform relies on active participation and timely collaboration from both parties.

1.3.2 GlideFast Consulting Project Team

1.3.2.1 Role Responsibilities

Engagement Manager

Serves as the primary point of contact for the 78th ABW. Responsible for overall project management, managing the project schedule, tracking budget/hours, coordinating GlideFast resources, mitigating risks, and delivering weekly status reports.

Solutions Architect

Leads technical design and architectural strategy. Ensures all module configurations align with ServiceNow best practices, enterprise architecture standards, and Government (FedRAMP) Data Center security boundaries. Oversee technical design specifications and integration strategies.

Technical Consultant(s)

Responsible for the hands-on system configuration, custom development (App Engine), and implementation of the approved user stories. Conducts unit testing, configures workflows (ITSM, ITOM, HAM/SAM, Workplace Services), and assists with technical documentation.

1.3.3 78th ABW Project Team & Responsibilities

1.3.3.1 To facilitate the timely delivery of services, the 78th ABW agrees to assign the following roles and fulfill the general responsibilities outlined below:

1.3.3.1.1 Role Responsibilities

Project Sponsor / Product Owner

The primary decision-maker for the 78th ABW. Responsible for final approval of requirements, user stories, deliverables, and any Change Orders.

Ensures organizational alignment and drives user adoption.

Subject Matter Experts (SMEs)

Representatives from the 78th ABW’s operational areas (e.g., IT, Asset Management, Facilities) who possess deep knowledge of current processes.

Responsible for attending workshops, defining requirements, and participating in User Acceptance Testing (UAT).

System/Network Administrator

Provides necessary access to internal 78th ABW systems, assists with Active Directory/SSO integrations, and configures internal firewalls/networking required for ServiceNow Discovery (ITOM) and Integration Hub connections.

1.3.3.2 General 78th ABW Responsibilities

1.3.3.2.1 Provide the GlideFast team with timely access to the necessary FedRAMP

ServiceNow instances, VPNs (if required), and relevant documentation.

1.3.3.2.2 Review and provide feedback or approval on deliverables (e.g., Design

Specifications, User Stories, Status Reports) within 28 business days of receipt to prevent project delays.

1.3.3.2.3 Provide necessary foundation data (e.g., user lists, asset data, location hierarchies) in a timely manner and in the agreed-upon format (e.g., CSV) for platform population.

1.4 Deliverables

1.4.1 The primary products created and delivered as part of these services include:

1.4.2 Project Kickoff Presentation: Slide deck detailing the project plan, team structure, and communication cadences.

1.4.3 Design Specifications: Architectural decisions and configuration plans for the in-scope modules.

1.4.4 User Stories / Backlog: Documented and approved requirements formatted as Agile user stories for development.

1.4.5 Weekly Status Reports: Recurring report detailing accomplishments, upcoming tasks, budget burn-down, and project risks.

1.4.6 Final As-Built Documentation: Summary document of the deployed configurations and technical architecture.

1.5 Change Management

1.5.1 Any material modifications to the scope of services, deliverables, timeline, or estimated budget described in this document require a formal Change Order. Change Orders must be documented in writing and signed by authorized representatives of both Apex Systems, LLC (GlideFast) and the 78th ABW before the out-of-scope work begins.