B.Sc. (Information Technology) IT Service Management Syllabus - Mumbai University
This is the TY BSc IT syllabus under NEP 2020, in force from the academic year 2026-27. The University still sets the earlier Choice Based papers alongside it for ATKT candidates, so check which scheme your exam form names before you revise.
Loading syllabus...
Syllabus for IT Service Management
Module I: Introduction: IT service management in the modern world, About ITIL 4, The structure
- and benefits of the ITIL 4 framework. Key concepts of service management : Value and value co-creation, Organizations, service providers, service consumers, and other stakeholders, Products and services, Service relationships, Value: outcomes, costs, and risks. The four dimensions of service management: Organizations and people, Information and technology, Partners and suppliers, Value streams and processes, External factors. The ITIL service value system : Service value system overview, Opportunity, demand, and value, The ITIL guiding principles, Governance, Service value chain, Continual improvement. ITIL management practices: General management practices, Service management practices, Technical management practices.
Module II: Drive Stakeholder Value: Introduction, The customer journey, Step 1: Explore, Step 2
- Engage, Step 3: Offer, Step 4: Agree, Step 5: Onboard, Step 6: Co-create, Step 7: Realize. Create, Delivery and Support (CDS): Service value system key concepts and challenges, Using a shift-left approach, Plan and manage resources in the service value system, The use and value of technology across the service value system. Value streams for new services: Reviewing service value chains and service value streams, ITIL practices and value streams for new services, Change enablement, Service design and software development and management, Service validation and testing, Release management and deployment management Value streams for user support: ITIL practices and value streams for user support, Service desk, Incident management, Problem management, Knowledge management, Service level management and Monitoring and event management. How to create, deliver and support services High-Velocity IT: Introduction, Key concepts, culture, techniques, improvement.
Text Books
- 1 ITIL Foundation 4 Edition Roman Jouravlev, Akashay Anand, et. al TSO, AXELOS 2nd Edition 2019
- 2 ITIL 4 High-Velocity IT Akashay Anand, Dan Ashby, et. al TSO, AXELOS 1st Edition 2020
- 3 ITIL 4 Create, Delivery and Support (CDS) Claire Agutter AXELOS 1st Edition 2021
- 1 ITIL 4 Drive Stakeholder Value Roman Jouravlev, Pavel Demin, et. al, TSO, AXELOS 1st Edition 2020
- 2 ITIL 4 Direct, Plan and Improve, Akashay Anand, Mauricio Corona, et. al. TSO, AXELOS 1st Edition 2020
Reproduced from the University of Mumbai syllabus for B.Sc. (Information Technology) under NEP 2020, in force from the academic year 2026-27. Wording is as printed in that syllabus. Module numbering is as printed there too.
The complete syllabus
This subject is cut from the University circular for its year. Open a document here if you want the whole thing rather than a single subject.
Use FYBSc IT, SYBSc IT, or TYBSc IT first so your syllabus check matches the semester you are preparing for.
Use the syllabus to confirm topics, then open BSc IT notes for the same semester.
Move to BSc IT question papers after reviewing the module scope.