Kyndryl has launched its Agentic Service Management solution, to help companies evolve from traditional service operations to large-scale autonomous and intelligent workflows.
Kyndryl’s Agentic Service Management assesses alignment with standards and governance frameworks for AI-native environments, enabling customers to adopt agent-based IT service management with security and reliability as key design principles.
According to the Kyndryl Readiness Report, although more than two-thirds of organizations are investing significantly in AI, almost half are struggling to achieve tangible results. This is, in many cases, because their governance models, workflows and controls remain stuck in the pre-AI era.
“It is not possible to scale agent-based workflows on operating models designed for manual processes. “Organizations need clear controls, repeatable practices, and measurable adoption stages so that AI agents can act autonomously when appropriate, while maintaining human oversight across governance, risk, and service outcomes,” said Kris Lovejoy, Global Head of Strategy at Kyndryl.
Towards agent-based IT service management
Available through Kyndryl Consult, the Agentic Service Management Maturity Assessment analyzes the current state of an organization and identifies key areas for improvement in service management, AI governance, security, and operations. This assessment reviews existing policies, controls, and workflows to determine readiness for agent-based operations in accordance with ISO 42001. Based on this analysis, Kyndryl offers a customized diagnostic and phased roadmap to help organizations adopt agent-based IT service management responsibly, with human oversight and control mechanisms that support autonomous capabilities in cloud-native and AI-native environments.
Kyndryl applies Agentic Service Management internally to modernize the IT services it provides to its clients
Kyndryl also offers Agentic AI Digital Trust, which complements Agentic Service Management and helps enterprises govern, de-risk, and scale Agentic AI deployments in hybrid and multicloud environments. This solution provides a security framework to manage the operation of AI agents, especially in regulated sectors where data protection, regulatory compliance and information classification are essential.
Application of agentic AI to the provision of IT services
Kyndryl is also applying Agentic Service Management internally to modernize the way it delivers IT services to its clients. Through Kyndryl Bridge, several of these capabilities are now available, providing greater operational intelligence and supporting professionals responsible for monitoring and decision-making in critical systems. Kyndryl’s agentic AI capabilities currently run nearly 200 million automations monthly through more than 8,000 certified playbooks.
