AI Agents Transform Managed Services as Digital Colleagues

By Michael Bradshaw, Global Applications, Data and AI Practice Leader at Kyndryl

For decades, enterprises have relied on managed technology service providers to maintain mission-critical operations. These human guardians ensure the stability of financial markets, power grids, air travel, and healthcare systems. However, the emergence of agentic AI is transforming these roles, shifting AI from a background tool to a "digital colleague".

The Evolution of Human-AI Collaboration

Agentic AI systems don't just automate tasks—they reason, coordinate, and adapt in real-time, handling responsibilities once thought to require human judgment. Yet, critical infrastructure management still demands human oversight. As Michael Bradshaw notes, "AI brings speed and scale; humans provide context and trust."

Key advantages of agentic AI in managed services include:

• Real-time system monitoring and disruption prediction
• Automated threat detection and security responses
• Resource utilization analysis and optimization recommendations
• Identification of organizational inefficiencies and silos

The Human Factor Remains Critical

While AI agents can process data faster than humans, Bradshaw emphasizes that accountability ultimately rests with people. For example:

• Airline managers must override AI recommendations during mass flight disruptions
• Medical professionals supervise AI-driven hospital bed allocations
• Human leaders establish governance frameworks for AI integration

Challenges in Adoption

Successful implementation requires:

• Cultural shift toward human-machine collaboration
• Development of new communication norms
• Robust training programs for employees
• Clear AI governance policies

Companies must balance technological advancement with workforce preparedness, ensuring employees view AI as an augmenting tool rather than a threat.

"The promise of agentic AI is not replacement, but amplification—extending human capabilities to manage complexity at scale," Bradshaw concludes.

The future of mission-critical operations lies in this blended workforce model, where AI handles execution while humans provide strategic oversight. As technology advances, this partnership will become increasingly essential for maintaining the world's most vital infrastructure.