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

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.

In ITIL, the Process Owner holds accountability for ensuring the process is fit for purpose, properly documented, and executed in accordance with its agreed design. This governance role includes sponsoring the process, managing process improvements, and verifying ongoing compliance with the documented process. This accountability is intentionally separate from the Process Manager, who focuses on the day-to-day operational running of the process.

The Service Manager has broad responsibilities across service management as a whole but is not specifically accountable for individual process adherence or governance.

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.