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):
Business Need
The organization wants to improve customer satisfaction and reduce response time to support requests.
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.
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.
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.
|
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 |