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ARTICLE
Why Your Team Needs an RACI Matrix
Doug Tedder
When team members don't know who's responsible for what, confusion and poor performance often follow. A RACI Matrix solves this by clearly defining four key roles for each activity: Responsible (who does the work); Accountable (who owns the outcome); Consulted (who provides input); and Informed (who receives updates). The rule is simple: each task can have multiple R's, C's and I's, but only one A to avoid confusion about ownership.
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ARTICLE
The State of Tech Support in 2025
Daniel Thomas
HDI's “2025 State of Technical Support” will help your organization adapt and thrive in 2025. From the expanding role of generative AI to increasing workforce challenges and job insecurity concerns, support teams are facing a lot of pressure. The report also highlights growing training complexity, technology overload and a shift toward prioritizing mental health and workplace culture.
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VIDEO
Video: SupportWorld Live Recap
Erica Marois
From thought-provoking sessions to making lasting connections with peers, SupportWorld Live delivered everything we hoped for and more. In this video, you’ll hear from attendees about what they enjoyed most about the conference. Don’t forget to tell us about your favorite thing in the comment section!
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UPCOMING EVENTS
JUN 11
Training Course
ITIL® 4 Foundation - Accredited
Virtual Classroom
JUL 15
Training Course
Experience Practitioner
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AUG 19
Training Course
HDI Desktop Support Manager
Virtual Classroom
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