A solution approach describes how the need will be addressed. It defines the overall direction of the solution.
A solution option represents a specific version of a solution approach that can be evaluated against value, risk, and cost.
A design option details how a selected solution option will be implemented. It includes people, processes, and technology designs.
Here’s a practical example showing how solution approaches, solution options, and design options relate to each other as per BABOK v3 (Task 6.1 – Analyze Potential Value and Recommend Solution & 6.2 – Define Design Options):
🏢 Scenario: Implementing a New Customer Support System
Business Need
The organization wants to improve customer satisfaction and reduce response time to support requests.
1️⃣ Solution Approaches
A solution approach describes how the need will be addressed. It defines the overall direction of the solution.
Possible Solution Approaches:
|
#
|
Solution Approach
|
Description
|
|
1
|
Build in-house system
|
Develop a custom CRM/ticketing system tailored to company processes.
|
|
2
|
Buy commercial off-the-shelf (COTS) solution
|
Purchase an existing solution like Zendesk or Freshdesk.
|
|
3
|
Outsource customer support
|
Partner with a third-party service provider to handle support entirely.
|
👉 Each approach defines a strategic path — build, buy, or outsource.
2️⃣ Solution Options
A solution option represents a specific version of a solution approach that can be evaluated against value, risk, and cost.
Example – focusing on Approach 2 (Buy COTS solution):
|
#
|
Solution Option
|
Description
|
|
2A
|
Zendesk
|
Cloud-based system with advanced automation, AI-powered suggestions.
|
|
2B
|
Freshdesk
|
Mid-range tool with multilingual support and self-service portals.
|
|
2C
|
Zoho Desk
|
Lower-cost SaaS with integration to existing CRM and analytics.
|
👉 Each solution option represents a concrete alternative that can be compared through feasibility, value, and cost-benefit analysis.
3️⃣ Design Options
A design option details how a selected solution option will be implemented. It includes people, processes, and technology designs.
Example – focusing on Solution Option 2B (Freshdesk):
|
#
|
Design Option
|
Description
|
|
2B-1
|
Standard configuration
|
Use default workflows, minimal customization; go live in 4 weeks.
|
|
2B-2
|
Customized workflow + analytics integration
|
Add ticket categorization, integrate with Power BI dashboards.
|
|
2B-3
|
Enterprise-grade setup
|
Include multi-language support, chatbots, and SLA automation.
|
👉 Each design option reflects different implementation paths for the same solution option — varying in cost, timeline, and capability.
🧭 Relationship Summary (BABOK-aligned)
|
Level
|
Description
|
Example from Case
|
|
Solution Approach
|
High-level method to meet the need
|
Build / Buy / Outsource
|
|
Solution Option
|
Alternative ways to realize the chosen approach
|
Zendesk / Freshdesk / Zoho Desk
|
|
Design Option
|
Implementation details for a specific option
|
Default setup / Customized setup / Enterprise setup
|
📊 Decision Flow
- Select Solution Approach: “Buy COTS” chosen (due to faster implementation and proven reliability).
- Evaluate Solution Options: Freshdesk offers best value-to-cost ratio.
- Select Design Option: Customized workflow + analytics integration (meets KPI and timeline).
Contact Us
No Comments Yet
Let us know what you think