ITIL Tutorials, Templates and advice
Collaborative Online Mind Mapping:
  • #1 Mind Mapping Tool
  • Collaborate Anywhere
  • Stunning Presentations
  • Simple Project Management
  • Innovative Project Planning
  • Creative Problem Solving
Mind Maps

ITIL Dictionary of Terms

A - Z Dictionary of terms for ITIL. This is the official Dictionary of terms for ITIL, which is a set of practices for IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. View the Agile Dictionary. Managing Successful Programmes (MSP) Dictionary. Project Office Dictionary (P30). Full PRINCE2 glossary of terms. See also Risk Management Dictionary and Project Management Dictionary.

A - acceptance to availability plan | B - back-out to business unit | C - call to customer-facing service | D - dashboard to driver | E - early life support (ELS) to external service provider | F - facilities management to functional escalation | G - H - gap analysis to hot standby | I - identity to ITIL | J - K - job description to known error record | L - lifecycle to live environment | M - maintainability to monitoring | N - near-shore to notional charging | O - objective to overhead | P - pain value analysis to PRojects IN Controlled Environments (PRINCE2) | Q - qualification to quick win | R - RACI to running costs | S - Sarbanes-Oxley (SOX) to system management | T - tactical to Type III service provider | U - underpinning contract (UC) to utility | V - validation to vulnerability | W - warm standby to workload

U - underpinning contract (UC) to utility

underpinning contract (UC)

(ITIL Service Design) A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.

unit cost

(ITIL 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.


(ITIL Service Design) (ITIL Service Transition) 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.


(ITIL 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

(ITIL 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.


A person who uses the IT service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly.

user profile (UP)

(ITIL Service Strategy) A pattern of user demand for IT services. Each user profile includes one or more patterns of business activity.


(ITIL Service Strategy) The functionality offered by a product or service to meet a particular need. Utility can be summarized as 'what the service does', and can be used to determine whether a service is able to meet its required outcomes, or is 'fit for purpose'. The business value of an IT service is created by the combination of utility and warranty. See also service validation and testing.

Copyright © AXELOS Limited 2012. All rights reserved. Material is reproduced with the permission of AXELOS

Read more on ITIL

ITIL Mindmap - the ITIL method mapped out using mindmeister mindmapping.