Kyndryl Introduces Agentic Service Management to Help Enterprises Adopt Autonomous IT Service Management

Kyndryl (NYSE: KD), a leading provider of mission-critical enterprise technology services, today announced Agentic Service Management, an offering that combines a maturity model, structured assessments and implementation blueprints to help enterprises move from traditional service operations to autonomous, intelligent workflows. By assessing alignment with new industry standards and governance frameworks for AI-native environments, customers can adopt agentic IT service management with security and reliability as core design principles. Today’s IT systems were not designed for agentic AI, creating a widening gap between what AI systems can achieve and what enterprise IT environments can reliably support. According to the Kyndryl Readiness Report, more than two-thirds of enterprises are actively investing in AI, while nearly half are not seeing sufficient returns. In many cases, this is because governance, workflows and controls remain based on pre-AI operating models. Chris Lovejoy, Kyndryl’s Global Head of Strategy, said: “Many enterprise environments were built around people operating tickets and tools, not autonomous agents executing tasks across hybrid and multicloud environments. This mismatch is preventing AI from moving beyond pilots into outcomes. Autonomous workflows cannot be scaled on operating models built for manual work. Enterprises need clear controls, repeatable operations and the ability to assess adoption progress. With that foundation, AI agents can operate autonomously in the right areas, while people remain accountable for governance, risk management and service outcomes.” Kyndryl’s Agentic Service Management is based on decades of experience operating mission-critical infrastructure for thousands of enterprises, Kyndryl intellectual property and its track record of implementing agentic AI in its own service delivery operations. The approach helps close the gap between AI innovation and operational feasibility. Building a maturity model for agentic IT service management The Agentic Service Management maturity assessment, delivered through Kyndryl Consult, evaluates an organization’s current state and identifies and prioritizes gaps across service management, AI governance, security and operations. The assessment helps customers evaluate existing policies, controls and workflows against relevant standards and frameworks, and understand their readiness for ISO 42001-aligned agentic operations. Kyndryl also provides tailored gap analyses and phased roadmaps to support autonomous capabilities across cloud-native and AI-native environments while maintaining guardrails and human oversight, helping customers adopt agentic IT service management responsibly. Kyndryl Agentic AI Digital Trust, offered as a standalone service, complements Agentic Service Management by helping enterprises govern, reduce risk and scale agentic AI across hybrid and multicloud environments. It provides a security-first framework for managing AI agent behavior, especially in highly regulated industries where data protection, compliance and data classification are critical. Applying agentic AI to IT service delivery Kyndryl is also applying Agentic Service Management internally to modernize IT service delivery for customers. Some of these capabilities are already available to customers through Kyndryl Bridge, enhancing operational intelligence and supporting the people responsible for oversight and decision-making in mission-critical systems. Kyndryl’s agentic AI capabilities are built on its existing automation foundation, which currently runs about 200 million automated actions per month through more than 8,000 certified playbooks. This release is an abridged translation of a press release issued by Kyndryl on April 2, 2026 U.S. local time. The official language of the release is English, and the English version prevails for content and interpretation. About Kyndryl (Kyndryl Holdings, Inc.) Kyndryl (NYSE: KD) is a leading provider of mission-critical enterprise technology services, offering advisory, implementation and managed services to thousands of enterprise customers in more than 60 countries. As the world’s largest IT infrastructure services provider, Kyndryl designs, builds, manages and modernizes the complex information systems used around the world every day.