Kyndryl has launched its Agentic Service Management offering, a structured framework designed to help enterprises govern and scale autonomous AI systems as they move from pilots into production environments.

The offering combines a maturity model, structured assessments, and implementation blueprints to help organisations transition from traditional IT service operations to intelligent, autonomous workflows. It is offered through Kyndryl Consult and aligns with the ISO 42001 standard for AI management systems.

Closing the enterprise AI accountability gap

Kyndryl says today’s enterprise IT environments were built for people managing tickets and tools — not for autonomous agents executing tasks at machine speed across hybrid and multi-cloud estates. As AI systems take on more operational responsibilities, many organisations lack the governance structures, escalation paths, and real-time oversight mechanisms needed to manage them responsibly.

The company cites its Kyndryl Readiness Report, which found that while more than two-thirds of organisations are investing heavily in AI, nearly half struggle to achieve meaningful returns — often because their governance, workflows, and controls remain rooted in the pre-AI era.

“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.” — Kris Lovejoy, Global Head of Strategy, Kyndryl

What the offering includes

Through Kyndryl Consult, the Agentic Service Management maturity assessment evaluates an organisation’s current state across service management, AI governance, security, and operations. It reviews existing policies, controls, and workflows against relevant standards to determine readiness for agentic operations, and delivers a tailored gap analysis and phased roadmap.

A complementary standalone service, Kyndryl Agentic AI Digital Trust, provides a security-first framework for managing how AI agents operate — particularly in regulated industries where data protection, compliance, and classification are essential.

Internal deployment and scale

Kyndryl is also applying the framework internally. Through its Kyndryl Bridge platform, several agentic AI capabilities are already available to customers. The company’s existing automation foundation currently executes nearly 200 million automations each month through more than 8,000 certified playbooks.

Kyndryl (NYSE: KD) is the world’s largest IT infrastructure services provider, operating across more than 60 countries.