It's easy to find a large segment of enterprise customers where handholding password resets is the only option because of an enterprise policy which is getting

It's easy to find a large segment of enterprise customers where handholding password resets is the only option because of an enterprise policy which is getting misapplied. Further, these support requests are probably unlimited in support contracts raking in significant income for Okta, so it becomes the default for customers not to worry about it. Any time companies are selling a product plus enterprise offerings, it becomes much more opaque as to what the complete product is. When organizations make the on-prem to cloud jumps they frequently are trading off oversight and experience. Many tenured internal teams have been broken apart by these types of migrations because they are ultimately sold to management as cost saving endeavors. These folks would make your observation about organizations admins controlling resets, but they are gone.