ITIL Glossary/ ITIL Terms U (2024)

ITIL Glossary:

All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)

ITIL Terms beginning with U

Please click on one of the terms to see its definition.

UC
Underpinning Contract (UC)
Underpinning Information Security Policy
User
User Escalation
User FAQs
User Identity Record
User Identity Request
User Manual
User Role
User Role Access Profile
User Role Requirements

Definitions

UC

→ Underpinning Contract

Underpinning Contract (UC)

A contract between an IT service provider and a third party.
The third party provides supporting services that enable the service provider to deliver a service to a customer.
Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements.
→ Checklist Underpinning Contract (UC)
→ ITIL processes, ITIL Service Design > Supplier Management

Underpinning Information Security Policy

Underpinning Information Security Policies are specific policies complementing the main Information Security Policy by setting binding rules for the use of systems and information as well as for the use and delivery of services, with the aim of improving information security.
→ ITIL processes, ITIL Service Design > Information Security Management

User

→ Roles within ITIL, Service User
A person who uses one or several IT services on a day-to-day basis. Service Users are distinct from Customers, as some Customers do not use IT services directly.

User Escalation

Escalation regarding the processing of an Incident or Service Request, initiated by a user experiencing delays or a failure to restore their services.
→ ITIL processes, ITIL Service Operation > Incident Management

User FAQs

Self-help information for users supplied by the Service Desk, usually as part of the Support Pages on the intranet.
→ ITIL processes, ITIL Service Operation > Incident Management

User Identity Record

A set of data with all the details identifying a user or person.
It is used to grant rights to that user or person.
→ ITIL processes, ITIL Service Operation > Access Management

User Identity Request

A request to create, modify or delete a User Identity.
→ ITIL processes, ITIL Service Operation > Access Management

User Manual

A document for end-users, describing how to use an application or system.
→ ITIL processes, ITIL Service Transition > Application Development

User Role

A role as part of a catalogue or hierarchy of all the roles (types of users) in the organization.
Access rights are based on the roles that individual users have as part of an organization.
→ ITIL processes, ITIL Service Operation > Access Management

User Role Access Profile

A set of data defining the level of access to a service or group of services for a certain type of user ("User Role").
User Role Access Profiles help to protect the confidentiality, integrity and availability of assets by defining what information computer users can utilize, the programs that they can run, and the modifications that they can make.
→ ITIL processes, ITIL Service Operation > Access Management

User Role Requirements

Requirements from the business side for the catalogue or hierarchy of user roles (types of users) in the organization.
Access rights are based on the roles that individual users have as part of an organization.
→ ITIL processes, ITIL Service Operation > Access Management

→ ITIL terms starting with "U"

→ Look up all ITIL terms

Notes

[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.

[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.

By:Stefan KempterandAndrea Kempter, IT Process Maps.

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