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 agen