Kyndryl, a provider of enterprise technology services, has introduced Agentic Service Management. The offering includes a maturity model, structured assessments, and implementation blueprints aimed at supporting a shift from traditional service operations to AI-driven workflows operating at scale.
The service evaluates organisations’ alignment with emerging standards for AI-native environments, with a focus on security and reliability. It is designed to support the adoption of AI service management based on these principles.
According to the Kyndryl Readiness Report, while many organisations are investing significantly in AI, a number face challenges in generating meaningful value, often due to legacy governance, workflows, and operating models that were not designed for agentic AI systems.
Kyndryl’s approach is based on its experience in managing enterprise infrastructure and incorporates its existing intellectual property and AI implementations to support operational readiness.
Through Kyndryl Consult, organisations can undertake a maturity assessment to identify and prioritise gaps across service management, AI governance, security, and operations. This includes reviewing existing policies and workflows and providing a tailored analysis and roadmap for adopting agentic IT service management with appropriate safeguards.
Kyndryl also offers Agentic AI Digital Trust as a standalone service, focused on supporting governance, risk management, and scalability of AI deployments, particularly in regulated industries with strict compliance requirements.
The company is also applying Agentic AI internally to modernise its own service delivery processes. Through Kyndryl Bridge, customers can access these capabilities to support operational intelligence and decision-making across critical systems.
Kyndryl’s automation framework currently executes around 200 million automations per month through a library of certified playbooks, supporting the rollout of agentic AI capabilities.
