Kyndryl launches Agentic Service Management tool

Enterprise technology services provider Kyndryl has launched a solution aimed at helping organisations adopt autonomous, intelligent workflows at scale.

Kyndryl Agentic Service Management combines a maturity model, structured assessments and implementation blueprints for adopting agentic IT service management while maintaining security and reliability as design principles. Kyndryl customers will be able to use the platform to evaluate their current state and identify and prioritise gaps across service management, AI governance, security and operations. The built-in assessment helps customers review existing policies, controls and workflows across relevant standards and frameworks.

Kyndryl then produces a tailored gap analysis and phased roadmap for the responsible adoption of agentic IT service management.

The company is also offering its Kyndryl Agentic AI Digital Trust as a standalone service. The solution is designed to help enterprises govern, reduce risk and scale agentic AI deployments across hybrid and multi-cloud environments, and to provide a security-first framework for managing how AI agents operate.

Kyndryl has revealed it is applying its Agentic Service Management internally to modernise how it delivers IT services to customers.

Kyndryl Global Head of Strategy Kris Lovejoy said most current enterprise environments were built for human rather than autonomous agents.

“This mismatch is limiting AI from moving out of pilots to outcomes,” she said. “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.”

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