ITIL Glossary, U

UC - Underpinning Contract (Vertrag mit Drittparteien)

(Service Design) The Underpinning Contract (UC) is a contract between an IT service provider and an extrenal Third Party. The Third Party provides services or sub-services that support delivery of an IT Service to a customer. The Underpinning Contract spezifies the service capabilities to be deliverd from the Third Party and the responsibilities of both parties.

UPS - Uninterruptible Power Supply (Unterbrechungsfreie Stromversorgung (USV))

Unit Cost (Stückkosten)

(Service Strategy) The Cost to the IT service provider of providing a single Component of an IT Service. For example the Cost of a single desktop PC, or of a single transaction.

Unskilled Service Desk (Service Desk mit Ungelernten)

Upgrade

Upgrade notes (Upgrade Notes)

Uptime

Urgency (Dringlichkeit)

(Service Transition) (Service Design) A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. For example a high Impact Incident may have low Urgency, if the Impact will not affect the Business until the end of the financial year. Impact and Urgency are used to assign Priority.

Urgent Change (Dringende Änderung)

Usability (Nutzbarkeit)

(Service Design) The ease with which an Application, product, or IT Service can be used. Usability Requirements are often included in a Statement of requirements.

Use Case (Use Case (Anwendungsfall))

(Service Design) A technique used to define required functionality and Objectives, and to design Tests. Use Cases define realistic scenarios that describe interactions between Users and an IT Service or other System. See also Change Case.

User (Anwender)

A person who uses the IT Service on a day-to-day basis. Users are distinct from Customers, as so me Customers do not use the IT Service ,directly.

User acceptance (Anwenderabnahme)

UP - User Profile (Anwenderprofil)

(Service Strategy) A pattern of User demand for IT Services. Each User Profile includes one or more Patterns of Business Activity.

User support (Anwender-Support)

User-friendliness (Anwenderfreundlichkeit)

Utility

(Service Strategy) Functionality offered by a Product or Service to meet a particular need. Utility is often summarized as 'what it does'. See also Service Utility.

UCC - Utility cost centre (Hilfskostenstelle)