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ITIL-FOUNDATION · Question #276
ITIL-FOUNDATION Question #276: Real Exam Question with Answer & Explanation
The correct answer is B: The Request Fulfillment Process Owner. The Process Owner - not the Process Manager - is accountable for ensuring that any ITIL process is performed in accordance with its agreed and documented design, distinguishing governance accountability from operational management.
Question
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Options
- AThe Request Fulfillment Process Manager
- BThe Request Fulfillment Process Owner
- CThe Service Manager
- DThe Service Desk Manager
Explanation
The Process Owner - not the Process Manager - is accountable for ensuring that any ITIL process is performed in accordance with its agreed and documented design, distinguishing governance accountability from operational management.
Common mistakes.
- A. The Request Fulfillment Process Manager is responsible for the operational management of the process on a daily basis, not for holding accountability that the process conforms to its agreed design.
- C. The Service Manager has broad responsibilities across service management as a whole but is not specifically accountable for individual process adherence or governance.
- D. The Service Desk Manager is responsible for managing the service desk function and its staff, not for process ownership or governance of the Request Fulfillment process.
Concept tested. ITIL Process Owner vs Process Manager accountability
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