CIOs understand the urgency of ramping up their business technology (BT) capabilities — including systems of engagement — to help the business win, serve, and retain customers. Increasingly, CIOs realize that they cannot do this alone and that their firms will require partners that can help deliver agile services quickly that yield predictable business outcomes. Some service providers are responding to these challenges with a new breed of "managed services" that focus on delivering such results. In this report, Forrester identifies the four key attributes of these next-generation services and how CIOs can benefit from them.