Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

The IT director holds broad organizational leadership responsibility but is not the designated accountable owner for ensuring any individual ITIL process is performed to its documented standard.

The process owner is specifically accountable for ensuring the process is fit for purpose, is consistently followed, and is performed according to the agreed and documented standard. This role includes monitoring process performance, identifying improvement opportunities, and ensuring all practitioners understand their responsibilities within the process.

The service owner is accountable for the overall delivery of a specific IT service end-to-end, not for governing whether a particular process follows its documented procedure.

The customer receives the outputs of request fulfillment but has no internal accountability for how the service provider performs or governs its own processes.