Journal of Service Science (2010) 2:81-110
DOI 10.1007/s12927-010-0004-0
G.R. Gangadharan (), corresponding author
Politecnico di Milano, Milan, Italy
e-mail: geeyaar@gmail.com
Paul Oude Luttighuis
Novay, Enschede, Netherlands
e-mail:paul.oudeluttighuis@novay.nl
BHive: A Reference Framework for Business-Driven Service
Design and Management
G.R. Gangadharan, Paul Oude Luttighuis
Received: 21 March 2010 / Accepted: 10 June 2010 / Published: 30 June 2010
© The Society of Service Science and Springer 2010
ABSTRACT
For business-driven service design and management, this paper outlines a reference frame-
work called BHive that incorporates service, service contract, service architecture, and ser-
vice portfolio life cycles, as well as service risk, service change, and service compliance
management. BHive primarily serves as a map for identifying and positioning instruments for
business-driven service design and management. BHive does not provide the level of detail
and the sharpness of definitions that other frameworks do. However, BHive provides a level
of holism that is not found in other frameworks. BHive can be perceived as a proposal to
integrate existing frameworks in service design, management, and execution together with
intra-organizational issues, inter-organizational issues, and functional and contractual aspects.
KEYWORDS
Service design and management, Service life cycle, Standards and frameworks, Software
services.