The glitzy and very convincing diagrams of IGA processes and architectures demonstrate what happens during the provisioning, deprovisioning, access request, and attestation stages using one key assumption… that everything will go according to plan. But what happens if something goes wrong? IAM operations professionals will tell you many stories of what went wrong and how tough is to be in emergency mode fixing issues. IAM departments spend almost 80% of their time handling the results of something going wrong. So, it’s not about “if” something goes wrong, but “when”, and how to deal with it. In the session, we will discuss practical steps you can do to predict and handle situations when something doesn’t go according to plan. We will go over several use cases, show the cause, issue, resolution and the prediction methodology for reducing the probability of it happening again. We will cover business, technological and human factor aspects of handling possible standard process deviations and propose a model for predicting and mitigating such issues. In our opinion, this topic will be important not just for IAM/IGA professionals, but also the COO and CFO offices of your organization, because it impacts operations efficiency and cost.