So, one of the things I didn't touch on is misaligned incentives. This creates a layer of apathy that grinds everything to a halt. Ultimately, the IT person se

So, one of the things I didn't touch on is misaligned incentives. This creates a layer of apathy that grinds everything to a halt. Ultimately, the IT person setting up SSO is not the user of the product. "Setup SSO for X" is just another ticket in their queue. When things go wrong, not only do they want to avoid hurting their company, they don't have a strong incentive to solve that ticket right away. They just toss the ticket back to the requester and say "it doesn't work". This is _why_ so many of these support tickets end in a call. The only reliable way to get all parties to solve the issue is by forcing them to get on a call and spend time actually thinking and working through the problem. No level of docs is going to solve that human issue.