Kyndryl, a leading provider of mission-critical enterprise technology services, launched its Agentic Service Management, which combines a maturity model, structured assessments and implementation blueprints to help enterprises transition from traditional service operations to autonomous, intelligent workflows at scale. Kyndryl’s Agentic Service Management assesses alignment with emerging industry standards and governance frameworks for AI-native environments, allowing customers to adopt agentic IT service management with security and reliability as design principles.
Today’s IT systems were not designed for agentic AI—creating a growing gap between what AI systems can do and what enterprise environments can reliably support. According to the Kyndryl Readiness Report, while more than two-thirds of organizations are investing heavily in AI, nearly half struggle to achieve meaningful returns. This is often because their governance, workflows and controls remain rooted in the pre-AI era.
“Most enterprise environments were built for people running tickets and tools, not for fleets of autonomous agents executing tasks across hybrid and multi-cloud estates—and this mismatch is limiting AI from moving out of pilots to outcomes,” said Ms. Kris Lovejoy, Global Head of Strategy, Kyndryl. “You can’t scale agentic workflows on top of operating models that were designed for manual work. Organizations need clear controls, repeatable practices and measurable stages of adoption so AI agents can act autonomously where appropriate—while people remain accountable for governance, risk and service outcomes.”
Kyndryl’s Agentic Service Management draws upon decades of experience managing mission-critical infrastructure for thousands of organizations, the Company’s intellectual property and its experience implementing agentic AI into its own service delivery operations. The approach helps organizations close the gap between AI innovation and operational readiness.
Building a maturity path to agentic IT service management
Offered through Kyndryl Consult, the Agentic Service Management maturity assessment evaluates an organization’s current state and prioritizes gaps across service management, AI governance, security and operations. The assessment helps customers review their existing policies, controls and workflows against relevant standards and frameworks to determine readiness for agentic operations—pursuant to ISO 42001. Kyndryl then delivers a tailored gap analysis and a phased roadmap to help customers adopt agentic IT service management responsibly, with guardrails and human oversight to support autonomous capabilities across cloud-native and AI-native environments.
Also available as a standalone service is Kyndryl Agentic AI Digital Trust, which supports Agentic Service Management and helps enterprises govern, reduce risk and scale agentic AI deployments across hybrid and multi-cloud environments. Kyndryl Agentic AI Digital Trust provides a security-first framework for managing how AI agents operate, particularly in regulated industries where data protection, compliance and classification are essential.
Applying Agentic AI to IT Service Delivery
Kyndryl is also applying its Agentic Service Management internally to modernize how it delivers IT services to customers. Through Kyndryl Bridge, several of these capabilities are available today to Kyndryl’s customers, enriching operational intelligence and augmenting the people responsible for oversight and decision-making across mission-critical systems. Kyndryl’s agentic AI capabilities build on the Company’s existing automation foundation, which currently executes nearly 200 million automations each month through more than 8,000 certified playbooks.
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