In the modern technology landscape, where complexity and speed are the norm, working in isolation is a recipe for failure. With the launch of ITIL 5, the “Collaborate and promote visibility” guiding principle takes on even greater strategic importance. It is not just about “teamwork”; it is about ensuring that initiatives have the right support, remain relevant, and deliver long-term results through transparency.

Whether you are an IT manager, a Product Owner, or seeking the Foundation certification, understanding how to apply this principle within the Value System is what will separate mere task-execution from true value co-creation.

Read also: The Definitive Guide to ITIL 5

What Does “Collaborate and Promote Visibility” Mean in ITIL 5?

Collaboration means working together across all stakeholder groups to achieve a common goal. In ITIL 5, this goes beyond the boundaries of the IT department. It involves customers, users, suppliers, and other business areas.

Visibility, in turn, is the necessary complement to collaboration. When work and its results are hidden, people lose interest or stop prioritizing what truly matters. ITIL 5 emphasizes that without visibility, the risk of making decisions based on assumptions—rather than data—increases drastically.

Breaking Down Organizational Silos

One of the greatest obstacles to efficiency is “siloed activity.” Silos occur when business units or functions are prevented from collaborating due to structural or behavioral causes. This leads to rigid workflows and communication breakdowns.

To break these barriers, ITIL 5 suggests the joint application of other principles, such as “Focus on value” and “Think and work holistically.” By understanding that the Value Chain depends on the integration of everyone involved, the organization begins to act as a single organism.

Who Should You Collaborate With?

Identifying the right stakeholders is the first step. Essential collaboration examples include:

• Customers: The most obvious group, as they ensure the product solves real-world problems.
• Suppliers: Collaborating on requirement definitions avoids waste and contract failures.
• Internal Teams (SRE, Dev, Ops): Collaboration between technical teams ensures the digital product is manageable throughout its entire lifecycle.

The Importance of Visibility in the Workflow

When stakeholders lack clarity regarding workload or the progress of an initiative, the perception that “nothing is being done” spreads. This leads to poor decision-making, disengagement, and low adoption of the delivered solutions.

To avoid this, organizations adopting ITIL 5 must:

• Visualize work in progress: Use tools like Kanban boards and real-time dashboards.
• Identify bottlenecks: Make it visible where work is stalled or where there is excess capacity.
• Eliminate waste: You can only remove what does not add value if you can see the complete flow.

The Role of Artificial Intelligence in Collaboration

As an AI-native framework, ITIL 5 highlights how Artificial Intelligence can enhance this principle. AI-driven collaboration platforms help break down information silos automatically, ensuring that knowledge is shared proactively across teams.

AI can highlight relevant insights, risks, and critical updates to the right people at the right time, increasing organizational visibility and facilitating cross-functional collaboration without the need for endless meetings.

Practical Tips for Applying the Principle

To successfully apply the “Collaborate and promote visibility” principle in ITIL 5, consider these pragmatic guidelines:

• Collaboration does not mean consensus: Do not try to make everyone happy all the time. Seeking absolute consensus can lead to paralysis. The focus should be on value, not unanimous approval.
• Communicate so the audience hears you: Use the right method and message for each audience. An executive needs strategic visibility; a developer needs technical visibility.
• Decisions only on visible data: Making decisions without data is risky. If something is important to the business, make the data visible before acting.

Conclusion: Transforming Your Governance with ITIL 5

Mastering the art of collaboration and providing visibility into work is what transforms IT into a strategic business partner. By adopting these practices, you ensure that your Value System is resilient, transparent, and focused on what truly matters.

Ready to dive deeper into ITIL 5 changes and learn how to apply these concepts in practice to accelerate your career?

Explore the courses at PMG Academy. Our training programs are designed by experts to transform your technical knowledge into market authority.

Have you faced problems due to a lack of visibility in your projects? Share your experience below and let’s exchange ideas on how ITIL 5 can help!