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Glossary of terms [U]

TERM DEFINITION
Unabsorbed Overhead (Financial Management) Indirect cost of providing an IT Service, which cannot be fairly allocated to specific Customers. For example Cost of providing an IT Service manager, or other shared Resource which is not measured. Unabsorbed overhead is normally recovered by applying a percentage uplift to the Cost of all IT Services. See also Direct cost, Indirect cost.
Underpinning Contract (UC) A Contract with an external Third Party that supports delivery of an IT Service by the IT Service Provider to a Customer. The Third Party provides goods or Services that are required by the IT Service Provider to meet agreed Service Level Targets in the SLA with their Customer.
Usability The ease with which an Application, product, or IT Service can be used. Usability Requirements are often included in a Statement of Requirements.
User 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.


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