Kyndryl launches Agentic Service Management to power AI-native infrastructure services and i........
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 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.
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