5.1 Operational Framework

5.1.1 ITIL-Aligned Operating Model

+------------------------------------------------------------------+
|                    SD-ACCESS OPERATIONS MODEL                     |
+------------------------------------------------------------------+

                    +-------------------+
                    |  Service Desk     |
                    |  (Tier 0/1)       |
                    +-------------------+
                            |
              +-------------+-------------+
              |                           |
    +-------------------+       +-------------------+
    |  Network Ops      |       |  Security Ops     |
    |  (Tier 2)         |       |  (Tier 2)         |
    +-------------------+       +-------------------+
              |                           |
              +-------------+-------------+
                            |
                    +-------------------+
                    |  Engineering      |
                    |  (Tier 3)         |
                    +-------------------+
                            |
                    +-------------------+
                    |  Vendor Support   |
                    |  (Cisco TAC)      |
                    +-------------------+

5.1.2 Team Roles and Responsibilities

Role	Responsibilities	Shift Coverage
NOC Analyst (Tier 1)	Alert monitoring, initial triage, ticket creation	24×7 (3 shifts)
Network Engineer (Tier 2)	Troubleshooting, configuration changes, incident resolution	16×5 + on-call
Security Analyst (Tier 2)	ISE policy, authentication issues, security incidents	16×5 + on-call
SD-Access Engineer (Tier 3)	Complex issues, design changes, vendor escalation	Business hours + on-call
DNAC Administrator	Platform administration, software updates, integrations	Business hours
ISE Administrator	Policy management, certificate management, profiling	Business hours

5.1.3 Operational KPIs

KPI	Target	Measurement	Frequency
Network Availability	99.99%	DNAC Assurance	Real-time
Mean Time to Detect (MTTD)	<5 minutes	Alert to ticket	Monthly
Mean Time to Resolve (MTTR)	<2 hours (P2)	Ticket closure	Monthly
Authentication Success Rate	>99.5%	ISE reports	Daily
Change Success Rate	>95%	Post-change validation	Monthly
First Call Resolution	>70%	Service desk metrics	Monthly

5.1.4 Operational Runbook Structure

Runbooks:
  Daily_Operations:
    - Health_Check_Morning.md
    - Health_Check_Evening.md
    - Authentication_Report_Review.md

  Weekly_Operations:
    - Capacity_Review.md
    - Security_Posture_Review.md
    - Change_Review_Preparation.md

  Monthly_Operations:
    - Compliance_Report_Generation.md
    - License_Usage_Review.md
    - Performance_Baseline_Update.md

  Incident_Response:
    - Authentication_Failure_Triage.md
    - Fabric_Node_Down.md
    - WAN_Failover_Procedure.md
    - ISE_PSN_Failover.md

  Maintenance:
    - Software_Upgrade_Procedure.md
    - Certificate_Renewal.md
    - Backup_Verification.md

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