Answer C GAP analysis, refer babok Change strategy , GAP analysis

C. Perform a gap analysis to understand missing capabilities. Before implementing any solution, especially a commercial off-the-shelf (COTS) tool, it's crucial to understand the current state of the organization's processes and identify any gaps between the existing processes and the capabilities offered by the tool. Performing a gap analysis allows the business analyst to determine what specific requirements need to be addressed and whether the COTS tool can fulfill those requirements as-is or if modifications are necessary. This step ensures that the chosen solution aligns with the organization's needs and objectives.

As it seems there are not missing capabilities because -"The COTS solution has various modules including one for service request automation that has yet to be implemented in the organization" - so I would choose answer - B. Create a change strategy

I would go with B. Page 153 - Change Strategy is the input of Define design options, it describes the approach that will be followed to transition to the future state. this may have some impact on design decisions in terms of what is feasible or possible

Futur state is already known but it is done manually. So, performing a gap analysis between the current state, the futur state and the capabilities of the COTS seems to be the right answer. I will go with answer C

As per the question, "The COTS solution has various modules including one for service request automation that has yet to be implemented in the organization" is the result of Gap Analysis. So I think the answer is Create a Change Strategy,

C- Gap analysis as change strategy can only be defined once you have performed the elements and gap analysis is an element.

Answer is C - Gap Analysis: BABOK V-3 6.4.2 GAP Analysis pg.127 Gap analysis can help identify the gaps that prevent the enterprise from meeting needs and achieving goals. It can be used to determine if the enterprise can meet its needs using its existing structure, resources, capabilities, and technology. If the enterprise can meet the need with the current state capabilities, then the change will likely be relatively small, or there may be no change at all. In any other case, a change strategy is needed to create the missing capabilities or improve the existing ones. BABOK V-3 6.4.4 Change Strategy pg.128 - A change strategy is a high-level plan of key activities and events that will be used to transform the enterprise from the current state to the future state. Change strategies may be a singular initiative composed of smaller changes which might be structured as a set or sequence of projects, or as various continuous improvement efforts. Each element of change might not completely address the need, so multiple changes might be necessary.

Define/ Create Change Strategy - B