In the Industry 5.0 landscape, technology has stopped being merely a support tool and has become a collaborative partner to humans. With the launch of ITIL 5, this evolution has been formalized through the Information and Technology dimension, which now natively integrates Artificial Intelligence (AI) and strategic data management.

For professionals pursuing certification—or managers aiming to raise their organization’s digital maturity—understanding this dimension is crucial. It’s not just about “hardware and software,” but about how technology enables the Value System to deliver real outcomes.

In this article, we explore the pillars of this dimension and how it directly impacts your career and your organization’s efficiency.

Read also: The Definitive Guide to ITIL 5

What is the Information and Technology dimension in ITIL Version 5?

The Information and Technology dimension in ITIL v5 focuses on the data, information, and technologies needed to manage digital products and services. In the new framework context, it covers both the technologies that deliver value to the end customer and those used internally to manage the Value System.

Unlike previous versions, the emphasis here is on collaboration between humans and technology. This includes:

• Workflow management systems (Value Chain)
• Knowledge bases and inventory systems
• Analytics and communication tools
• Cloud solutions and mobile platforms

In practice, a company that uses this dimension correctly doesn’t just “install software.” It ensures information flows securely and that technology minimizes human error through intelligent automation.

Artificial Intelligence: The 6C Capability Model

The biggest innovation in ITIL Version 5 is its deep integration of AI. The framework presents the 6C Model (ITIL AI Capability Model), which classifies AI solutions into six core functions to support IT management:

• Creation: Generating new content, code, or documentation
• Curation: Improving the quality and relevance of existing data by identifying redundancies
• Clarification: Helping users navigate and understand complex content (e.g., summarizing incident tickets)
• Cognition: Identifying patterns and hidden insights for proactive problem detection
• Communication: Natural interfaces such as chatbots and intelligent virtual assistants
• Coordination: Autonomous execution and orchestration of actions across different systems

By applying the 6C Model, your organization stops being reactive. Imagine an AI that doesn’t just alert you about a server outage, but automatically coordinates load redistribution and communicates with users in natural language. That’s ITIL applied in the real world.

The Journey: Data, Information, and Knowledge

Another vital point in the Information and Technology dimension of ITIL Version 5 is the distinction between data, information, and knowledge. The framework explains that value is not in raw data, but in the outcomes it enables:

• Data: Raw facts and numbers (e.g., sensor readings)
• Information: Data processed with context and meaning (e.g., sales reports)
• Knowledge: Information applied with experience to solve problems and make decisions (e.g., knowing how to diagnose a technical failure based on trends)

For AI to work, data quality is fundamental. If your organization’s records are incomplete or inconsistent, AI tools will fail. That’s why data governance plays a prominent role in this version.

Data Governance and Technology Value

To ensure technology truly adds value, ITIL Version 5 establishes strong Data Governance principles. It’s not enough to have the most modern technology—you must ensure it’s ethical, secure, and sustainable.

The key governance pillars in this dimension include:

• Strategic alignment: Technology must support business objectives
• Transparency and auditability: Data management processes must be clear and traceable
• Integrity and security: Ensuring information is protected against unauthorized access
• Adaptability: The governance framework must evolve as new technologies emerge

How does this help your career?

Mastering the Information and Technology dimension in ITIL Version 5 puts you at the leading edge of the IT market. Professionals who understand how to integrate AI and data governance aren’t just “technicians”—they’re digital strategists.

Companies of all sizes are looking for specialists who can navigate Industry 5.0 complexity, transforming legacy systems into agile, value-driven ecosystems.

Want to master ITIL Version 5 and become an authority in IT Governance?

At PMG Academy, we offer practical, up-to-date training so you can earn your certification and transform your professional journey.

Explore our courses and get ready for the future of IT management!

Enjoyed this article? Leave a comment below sharing how your organization is handling AI adoption in service management!