Who is responsible for ensuring that service management processes are followed?

The Process Owner is responsible for ensuring that service management processes are followed consistently and effectively within an organization. This role focuses on defining, maintaining, and improving the service management processes to ensure they meet the needs of the business and contribute to the overall efficiency and effectiveness of service delivery.

The Process Owner has the authority to make decisions regarding the process design, implementation, and any necessary adjustments. They also monitor compliance with the processes and facilitate necessary training or awareness for all team members involved. This role is crucial for maintaining process integrity, ensuring that the frameworks established by ITIL are adhered to and continuously improved upon, which ultimately supports the organization’s service management objectives.

In contrast, while other roles such as the Service Manager, Change Manager, and IT Director have significant responsibilities associated with service management, they typically focus on broader strategic, operational, or management aspects rather than the specific adherence to the processes themselves.