I have been watching my own personal "Doctor Who-athon" for the last few weeks. This was prompted by watching the DVDs of the recent revival of The Doctor on the BBC.
Unfortunately, being an American, I missed out on most of the Doctor Who years the first time around, though for a while in college the local PBS station did carry some the shows from the Tom Baker years.
Fortunately, I have found a couple of terrific Dr. Who resources to 'catch me up': the astonishingly complete Outpost Gallifrey website, and a nice discussion forum on imdb discreetly tucked out of harm's way of the big boards.
For my Who-athon, I have over 40 stories to view, chosen after a good deal of research, arranged in chronological order, using a combination of my local independent video store and Netflix as sources. I am now up to the close of the Third Doctor's tenure (and the appearance of Sarah Jane, my favorite companion.)
The Seeds of Support
In the episode The Seeds of Death (1969) we learn a most valuable lesson about technical support.
The story is set in the future when the Earth's transport is managed through a system called 'TMAT' which materializes and dematerializes matter from key transport centers, on both the Earth and Moon. Rockets are not longer needed, and presumably planes, trains, and automobiles aren't either. When the Icemen from Mars attempt to invade the Earth by first commandeering the TMAT relay center on the Moon, chaos reigns on Earth as the world-wide transport system grinds to a halt.
During this crisis, which forms the backbone of the story, key plots points occur because there is only ONE expert on the TMAT system. This one expert, Kelly (a woman engineer as hero in a 1969, yeah!), has to travel in person to the center on the Moon, because no one else can fix it, but while she is on the Moon, meanwhile there is no one left on Earth expert enough to fix the system there.
Her knowledge makes her the single point of failure. More generally, the lack of distributed support makes the system vulnerable to sudden catastrophic failure.
And in addition to this poor support plan, the system has an architecture designed only for success and intolerant of failure (rather like its ancestor, the interstate highway system). Also noticeable is the complete lack of a disaster recovery plan.
Of course, with the help of The Doctor and companions, all ends well, and the last scene shows Kelly arguing for a better support plan for the future.
Those who ignore future history...
But we aren't that dumb, you say. Everybody knows you shouldn't do that, you say. Can't happen here, you say. And yet it does. It happens to me everyday.
Education is the business of colleges. It is their only business, performed by faculty, paid for by tuition, engaged in by students, and so you would think that Learning Management Software, an extension of the classroom, would be at the top of the priority list for support.
I'm sure it is some places, but where I am, I play the role of Kelly -- almost every day I am shuffling from the Earth to Moon by myself, sometimes snarking SQL settings, sometimes training faculty how to do set gradebook percentages. And not in one, but two LSM systems, I am the sole Kelly: I do everything from configure the LMS web servers to answer phone calls to remind students to click the "Lost your password? Click here." link. And I am alone in this. When I am not here, it just waits.
Of course, just as in The Seeds of Death, no one cares until something catastrophic goes wrong.
I'm sure that Kelly had pointed out the flaws in her system many times, and each time the administrators said, "Yes, but you know the system is working well, and we really need that money for some other worthy project in the budget this year."
Hopefully, it won't take an attempted invasion of the Earth by the Icemen of Mars to get a good support plan in place for you where you work, but those who are ignorant of future history do seem predetermined to repeat it.
Meanwhile, if you are a support person, check out Gia Kelly, heroine of The Seeds of Death, and perhaps consider showing it to the Eduministrators you work for. Maybe it will get them to see the light.
But in case not, keep practicing up on the magic mantra of support: "I told you so... I told you so... I told you so..."