You have software. You sell it to HyperGloboMegaCo. Someone at HGMC needs to install it. Someone needs to connect it to the fascinating LDAP proxy that a previ

You have software. You sell it to HyperGloboMegaCo. Someone at HGMC needs to install it. Someone needs to connect it to the fascinating LDAP proxy that a previous Enterprise Architect banged out one Sunday evening. Someone needs to add it to the SSO. Someone needs to get to the point where a first user does a first thing. Now you have a user. Often they struggle too. Now you need someone to show the user how to get best value from your tool. Not unreasonable for complex tools which are, after all, complex. I have mixed feelings about it as a practice. To me it seems like an organisational smell, a trailing indicator of product flaws. Compare old cars with newer cars. You used to need a lot of car servicing and that was seen as normal and acceptable. Then one day Toyota showed up and made it obvious that it needn't be normal and it wasn't acceptable at all.