At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

The ITIL 4 customer journey model outlines the stages a consumer goes through when interacting with a service provider. The 'Onboard' step is specifically defined as the activity of transitioning the customer into a live service consumer. This stage explicitly includes defining and implementing the approach for user access, such as providing user accounts, setting permissions, and granting access to service resources. This authorization and enablement are prerequisites for the 'Co-create' step, where the consumer actively uses the service to generate value. Therefore, the approach to authorizing and enabling the user is defined during the 'Onboard' and 'Co-create' steps of the journey.

B. Engage and Deliver: 'Engage' is an earlier step focused on understanding needs, while 'Deliver' is a service value chain activity, not a step in the customer journey model.

C. Explore and Improve: 'Explore' is the initial step where a customer identifies a need, which is too early for authorization. 'Improve' is a continuous activity, not a discrete step for initial user setup.

D. Design and Transition: These are service value chain activities that support the service lifecycle. The question specifically asks about steps in the customer journey, which is a distinct model.

AXELOS. (2020). ITIL® 4 Specialist High-velocity IT. TSO (The Stationery Office).

Section 3.2.3, The customer journey, Onboard: "Onboarding is the activity of moving the customer from the ‘agree’ step to being a live service consumer... This includes activities such as providing access to service resources, providing user accounts and passwords, and explaining how to use the service." (p. 31). This directly supports that authorization and enablement are defined and executed during onboarding.

Section 3.2.3, The customer journey, Co-create: "Co-creation of value is the step where the service consumer uses the service." (p. 31). This step is enabled by the successful completion of the 'Onboard' step.