Kyndryl has also announced the launch of its Agentic Service Management solution, which is a holistic framework comprising maturity models, assessments, and implementation blueprints aimed at transforming traditional IT operations into autonomous and intelligent workflows. This launch is aimed at addressing a significant market gap highlighted in the company’s Kyndryl Readiness Report, wherein organizations have invested heavily in AI but still see no returns because of traditional governance approaches. “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.
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“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.”By aligning with ISO 42001 standards through Kyndryl Consult, the service provides a phased roadmap and gap analysis, ensuring enterprises can adopt agentic IT service management with robust security guardrails and human oversight across complex cloud-native environments.