Kyndryl (NYSE: KD) has introduced its new Agentic Service Management framework, aiming to transform traditional service operations into scalable, autonomous workflows. The initiative is particularly relevant as more than two-thirds of organizations are investing heavily in AI, yet around half are finding it challenging to achieve substantial returns due to outdated governance and workflow structures.
The framework assesses the alignment of organizations with evolving industry standards designed for AI-native environments. It emphasizes security and reliability in its foundational design principles. Kris Lovejoy, Kyndryl's Global Head of Strategy, noted that many enterprise systems are not suited for autonomous agents, which restricts AI's progression from pilot phases to actionable outcomes.
Through Kyndryl Consult, the assessment evaluates an organization’s current service management state and identifies deficiencies in AI governance and operations. It includes a review of existing policies against recognized standards like ISO 42001. Following the assessment, Kyndryl offers a customized gap analysis and a phased roadmap to support organizations in adopting agentic IT service management responsibly, ensuring necessary oversight is maintained.