In today’s management ecosystem, technology is only part of the equation. The real competitive advantage for companies leading digital transformation lies in how they structure their teams and cultivate their culture. In ITIL 5, the Organizations and People dimension takes on an even more strategic role, focusing on the synergy between human talent and Artificial Intelligence.

For IT professionals and managers, understanding this dimension isn’t just a certification requirement—it’s a practical necessity to ensure the organization’s Value System runs without human bottlenecks.

Read also: The Definitive Guide to ITIL 5

The Importance of Culture and Psychological Safety

A company’s effectiveness can’t be guaranteed by org charts or formal authority systems alone. ITIL Version 5 emphasizes that organizational culture—the set of values, beliefs, and practices of a group—is what determines the success or failure of any strategy.

A central concept in this edition is Safety Culture. In a highly complex environment, people need to feel comfortable being themselves and, most importantly, raising risks without fear of retaliation.

Essential behaviors of a Safety Culture:

• Show vulnerability: Don’t be afraid to admit doubts or ask for help.
• Encourage feedback: Actively seek input—and act on it.
• Be realistic about failures: Treat mistakes as learning opportunities, eliminating blame culture.

In practice, a company that adopts these values drastically reduces the “time to discover” critical incidents, because employees feel safe flagging problems before they escalate.

Conscious Leadership and Organizational Structure

Leaders at every level play a vital role in sustaining that culture. ITIL Version 5 introduces the concept of Conscious Leadership, which balances the global common good with individual interests, acting with integrity and authenticity.

Beyond leadership, organizational structure must align with the architecture of digital products. Here, the framework references Conway’s Law, which states that organizations tend to design systems that mirror their own communication structures.

The “Reverse Conway” Challenge

Many modern companies apply the Reverse Conway approach: they design their team structure (small, cross-functional, and autonomous) to drive a more modular and efficient software architecture. This accelerates the Value Chain and enables each team to be responsible for the entire lifecycle of a digital product.

Competencies and Skills for the Digital Era

To manage products that meet constantly changing customer needs, organizations must identify and develop specific competencies. Beyond technical expertise, ITIL Version 5 highlights indispensable universal skills:

• Creativity and Critical Thinking: To develop innovative solutions and analyze information objectively.
• Emotional Intelligence: Key for managing relationships and collaborating effectively.
• Resilience and Stress Management: Essential to remain calm and effective under pressure in complex environments.

Using models such as SFIA (Skills Framework for the Information Age) helps managers map competency gaps and pragmatically plan their team’s career development.

Synergy Between People and Artificial Intelligence (AI)

One of the biggest highlights of ITIL Version 5 is recognizing AI as a collaborative partner. AI doesn’t replace humans—it amplifies human capability by taking on repetitive tasks and processing massive volumes of data.

How AI supports the People dimension:

• Information processing: Speeds up tasks that would require exhausting human effort.
• Pattern recognition: Helps forecast demand and proactively detect incidents.
• Reduced cognitive bias: Supports more objective decisions in areas such as recruiting and improvement prioritization.

However, the framework warns: adopting AI requires robust technology governance. Leaders must ensure these tools are used ethically, securely, and transparently—keeping the focus on human value co-creation.

Conclusion: How does this help your career?

Mastering the Organizations and People dimension in ITIL Version 5 transforms you from a technician into a strategic manager. By understanding how culture, leadership, and technology (AI) intertwine, you become capable of designing workflows that truly deliver business results.

If you want to go deeper into these concepts and earn your certification with true authorities on the subject, check out PMG Academy’s training programs. Our courses are designed to turn ITIL theory into practical results for your day-to-day professional life.

Enjoyed this content? Comment below on how your company’s culture has influenced IT management—or share your experience adopting AI on your team!