An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

The 'to be' value stream map is a design of the future, improved state of a value stream. During this step, the team decides on the optimal flow of work and the resources required. This is the point where the specific involvement of practices, such as the service desk, is identified and designed into the new process. The 'to be' map visualizes how different teams and practices will collaborate to deliver value more effectively, making it the correct step for defining the service desk's role in the new onboarding process.

A. Identifying the scope occurs before mapping the specific steps and practice involvement; it defines the boundaries of the analysis.
C. Reflection on the value stream map is a review activity that happens after the 'as is' and 'to be' maps are created to identify learnings.
D. Defining the purpose of the value stream is an initial step that clarifies the goals, not the detailed design of practice involvement.

1. AXELOS. (2020). ITIL® 4: Create, Deliver and Support. TSO (The Stationery Office). Section 3.2.1, "The ‘to-be’ value stream map is a picture of the future, improved state... It is a design for the value stream."

2. AXELOS. (2021). ITIL® 4 Specialist: Monitor, Support and Fulfil. TSO (The Stationery Office). Section 3.1.2, This section outlines the steps of value stream mapping, where designing the future state ('to be' map) involves defining the activities and roles.