In ITIL, who is responsible for ensuring that services meet customer expectations?

In ITIL, the responsibility for ensuring that services meet customer expectations is indeed shared among all stakeholders involved in service delivery. This includes service managers, change managers, IT support staff, and also encompasses users, customers, and various teams that contribute to or are impacted by the service.

This collaborative approach emphasizes the importance of communication and alignment between different roles within an organization. Service managers play a crucial role in overseeing the quality of services and ensuring they align with customer needs, but they do not operate in isolation. Input from change managers helps in managing risks associated with changes that may impact service delivery, while IT support staff are essential for operational stability and user satisfaction.

By recognizing that all stakeholders have a part to play in achieving service quality, ITIL fosters a culture of accountability and collaboration, ultimately leading to enhanced service delivery that aligns with customer expectations. This holistic view helps organizations to better anticipate customer needs, respond to feedback, and continuously improve their services.