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

The Service Desk Manager is responsible for operating the Service Desk function and its staff, not for governing or ensuring compliance of the Request Fulfillment process documentation.

The Service Manager has broad responsibility for overall IT service delivery and strategy, but does not hold specific process-level accountability for individual processes like Request Fulfillment.

The Request Fulfillment Process Manager is responsible for the day-to-day operational running and coordination of the process, not for overall process accountability and ensuring documented standards are upheld.

In ITIL, the Process Owner is accountable for the overall quality and governance of the process, including ensuring it is properly documented and executed according to agreed standards. This governance and accountability role is explicitly separate from the Process Manager, who handles day-to-day execution.