Kris Lovejoy, Global Strategy Leader at Kyndryl, has spent her career at the intersection of IT infrastructure and security. Right now, she's one of the people enterprises call when they want to move from AI experimentation to real deployment. Her diagnosis is clear: agentic AI is a bullet train sitting on tracks built for 30 miles per hour. The technology is ready. Most organizations aren't, and the gap between a successful pilot and a production system running at scale is far wider than the hype suggests.

In this conversation with Craig Smith, Lovejoy walks through why IT service management is the smartest entry point for agentic adoption, how cost savings of up to 90% in that area can fund broader modernization, and why the security risks in agentic systems are less about sophisticated hackers and more about misconfiguration, bad context, and human error. She closes with a specific prediction: half of traditional IT administration tasks will be handled by AI agents by 2031, and a surprising take on who will actually thrive in the agentic era: not coders, but people trained to ask the right questions.

For anyone making decisions about AI adoption, this is the most practical conversation available right now.

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