Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

The IT Director holds strategic leadership responsibility but is not accountable for the execution compliance of a specific process.

The Process Owner is specifically accountable for ensuring that the process is fit for purpose, documented, and being followed correctly across the organization. This role owns the process design, metrics, and compliance - making them the appropriate party to ensure adherence to the agreed process definition.

The Service Owner is accountable for a specific IT service end-to-end, not for ensuring a process is followed according to its documentation.

The Customer receives the outcomes of the process but has no accountability for how the internal process is governed or executed.