ITIL Question #273: Real Exam Question with Answer & Explanation

The correct answer is D: The Request Fulfillment Process Owner. The Process Owner holds accountability for ensuring a process is performed according to its agreed and documented definition, which is distinct from the Process Manager's operational role.

Roles

Question

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

Options

AThe Service Desk Manager
BThe Service Manager
CThe Request Fulfillment Process Manager
DThe Request Fulfillment Process Owner

Explanation

The Process Owner holds accountability for ensuring a process is performed according to its agreed and documented definition, which is distinct from the Process Manager's operational role.

Common mistakes.

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

Concept tested. ITIL Process Owner accountability versus Process Manager role

Reference. https://www.axelos.com/resource-hub/white-paper/itil-glossary-and-abbreviations

Topics

#process owner#request fulfillment#accountability#roles

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