2 Chapter 2. Planning for customer engagement In this chapter, we discuss services engagement for ITCAM for WebSphere and in general. The topics that we discuss includes: 2.1, "Services engagement preparation" on page 14 2.2, "Solution scope and components" on page 15 2.3, "Services engagement overview" on page 16 2.4, "Defining solution timing" on page 21 2.5, "Statement of work" on page 29 © Copyright IBM Corp. 2006. All rights reserved. 13