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 managing service desk staff and operations, not for process governance or compliance accountability of the Request Fulfillment process.

The Service Manager holds a broader organizational leadership role and does not bear specific accountability for ensuring a particular process follows its documented definition.

The Request Fulfillment Process Manager manages the daily execution and performance of the process but is not accountable for ensuring the process definition itself is followed - that is the Process Owner's role.

In ITIL, the Process Owner is accountable for ensuring the process is fit for purpose, is followed as documented, and meets its objectives - including verifying ongoing compliance with agreed process definitions. This governance and accountability role is specifically assigned to the Process Owner, separating it from the Process Manager who handles day-to-day operational execution of the process.