Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Who is accountable for ensuring that a process is performing to the agreed standards?

1. The process manager

2. The process owner

3. The service owner

4. The process practitioner

The correct answer is: The process owner

The process owner is directly accountable for ensuring that a process performs to the agreed standards. This role is critical in the ITIL framework as the process owner is responsible for defining the process, ensuring it is properly documented, and that it meets the needs of the organization. They establish the policies, standards, and metrics that guide the process's operations, and they are responsible for continuous improvement. The accountability of the process owner extends to overseeing the performance of the process against its defined objectives, ensuring that there are adequate resources for its execution, and reviewing the process regularly to identify areas for enhancement. This role serves as the bridge between various stakeholders, including senior management, customers, and the process practitioners who operate the process on a day-to-day basis. By having a dedicated process owner, organizations can ensure that there is clear accountability for the performance and outcomes of each process, ultimately contributing to the effectiveness and efficiency of service delivery.