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 organisations 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. Organisations 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 organisations, the Company's intellectual property and its experience implementing agentic AI into its own service delivery operations. The approach helps organisations close the gap between AI innovation and operational readiness.