Which of the following is NOT a part of the customer journey steps listed?

The focus of the customer journey in the context of ITIL 4 Driving Stakeholder Value is to understand the various stages a customer goes through when interacting with a service. The steps typically include engaging with the service, onboarding new customers, and co-creating value through the service experience.

The step "Deliver" is not typically recognized as a distinct part of the customer journey. Instead, it is often considered an aspect of ongoing service management rather than a specific phase a customer experiences. The customer journey is more about how customers engage with the service from an initial interaction through to experiencing value and forming a relationship with the service provider.

In contrast, the engagement phase involves attracting customers and building awareness, the onboarding phase focuses on integrating and acclimating customers to the service, and co-creation emphasizes the collaborative aspect of value development between the customer and the service provider. Thus, recognizing that "Deliver" does not fit into the traditional mapping of the customer journey steps clarifies why it is the correct answer.