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 operational day-to-day management of the process, not for ensuring adherence to documented process standards.

The Request Fulfillment Process Owner holds accountability for the overall process design, compliance, and governance - including ensuring it is performed according to agreed and documented standards. This ownership role is distinct from operational management; the Process Owner is answerable to senior management for process integrity and improvement. ITIL explicitly assigns process compliance accountability to the Process Owner, not the Process Manager.

The Service Manager has broad strategic responsibilities across multiple services and does not hold specific accountability for a single process's compliance.

The Service Desk Manager oversees the service desk function and its staff, not the governance or documented compliance of the Request Fulfillment process.