The Service Operations Framework
Service operations, engineered as one system.
dotslash is a specialist Service Operations consultancy. We design, build and run the operating model behind autonomous IT: seven layers, one framework, from infrastructure to agentic AI.
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What We Do
Edge-to-edge, Service Operations.
Monitoring & Alerting
Know when something changes.
The signal layer: event management done properly. It watches the health, state and performance of everything you run, and raises the alarm when something deviates.
Observability
Understanding why, not just what.
Monitoring tells you something’s wrong. Observability tells you why, across distributed, fast-moving systems where the cause is rarely where the symptom shows up.
AIOps
Event Intelligence, at scale
When alert volumes grow overwhelming, AIOps cuts through the noise. By applying correlation and prediction, a torrent of events becomes the focused shortlist that demands attention.
IT Service Management
Turning signal into accountable action.
This is where insight becomes managed work. Incident, Problem and Change: the system of record and the process that gets things owned, resolved, learned from, and communicated.
The dotslash difference
Integrated Tool Chain
What the other four become.
Not a fifth capability bolted on, the state the other four reach when they're run as one. Most operations don't fail for lack of tools; they fail in the gaps between them, where a signal in one system never reaches the action in another. An integrated tool chain closes those gaps, so data and action flow end to end and the operation behaves as one system rather than four silos. It almost never happens by accident, wiring the towers into a single flow is deliberate, painstaking work, and some of the most valuable we do.
Integrated Tool Chain →
how we do it
The Service Operations Framework
One model for how modern service operations fit together, from infrastructure to autonomous action, and the people who run it. Our flagship IP. The Second Edition is out now.
The seven layers
- 07 The Human Element Interface & Teams, the spanning rail
- 06 The Action Engine Workflow, Automation & Agents
- 05 The Rulebook Frameworks & Processes
- 04 The Cognitive Core AIOps & Intelligence
- 03 The Data Fabric Unifying Operational Intelligence
- 02 The Senses Monitoring & Observability
- 01 The Foundation Infrastructure, Applications & User Journeys
Our Services
By your side, throughout the journey.
- Consultancy & StrategyAssessments, roadmaps and hard advice on where to spend next.View
- ImplementationDesign, build and integration, delivered by the senior people who scoped it.View
- Managed ServicesWe run what we build, to agreed outcomes.View
- Target Operating ModelTeams, processes and platforms, organised to deliver.View
What happens when operations run as one system.
A FTSE 100 bank consolidated eleven monitoring tools into a single operating model, run against the Framework. The numbers on the right are one year in.
92% less alert noise Risk
38% faster restoration of service Experience
£3.1m annual run cost removed Cost
Workshops & Events
In A Room, Or Virtual.
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14 Sep 2026
Future of Autonomous IT Operations & AIOps Virtual Summit
Explore how organizations are transforming IT operations through AIOps, automation, and real-time incident intelligence. The Future of Autonomous IT Operations & AIOps Virtual Summit (EMEA Edition) brings together IT leaders, SREs, and operations professionals to discuss how modern platforms are enabling faster incident resolution and more resilient systems.Virtual · Webinar11:00-12:00
Booking open
Register interest → -
07 Oct 2026
London
Breakfast briefing: Where does your event management reside?
As technology estates become more distributed and monitoring environments more fragmented, where should event management actually reside? Join dotslash and BigPanda for an executive breakfast briefing exploring the role of event intelligence across observability, AIOps and ITSM, and why the architectural decisions organisations make now will have a significant impact on their ability to automate operations in the future.In person · Roundtable10 Trinity Square · 10:00-12:00
Booking open
Save your seat →
Blog & Whitepapers
Writing From The Field.
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2 SEPT 2026
Read →The $5.4 Million Illusion: Why Legacy Outsourcing is Breaking ITOps
For the better part of two decades, the enterprise IT playbook for handling complexity and scale was simple: throw more bodies at the problem. As infrastructure grew and ticket volumes surged, organizations leaned heavily into outsourcing IT operations to global systems integrators (GSIs).
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2 SEPT 2026
Read →Drowning in Data, Starved for Insights: The True Cost of IT SLUDGE
Every IT department has a dark corner they pretend does not exist. It is the digital equivalent of that kitchen drawer stuffed with tangled cables, dead batteries, and takeaway menus from restaurants that closed a decade ago. We hold onto these things out of a vague, nagging fear that the moment we throw them away, we will desperately need them. In behavioural economics, Richard Thaler and Cass Sunstein explored how small tweaks can influence positive choices in their brilliant book Nudge. Reading it recently got me thinking about the exact opposite force at play in our industry. Let us call it SLUDGE.
Nothing here yet.
Start With The Framework
The Service Operations Framework, Second Edition sets out the full operating
model, seven layers from infrastructure to agentic AI. Read it, then talk to us.