Initially published as the first of a series by SupportWorld, the magazine of The Help Desk Institute, in the July/August 2010 issue, this article identifies issues and challenges confronting both external and internal Customer Support professionals alike.  Access is limited to Members of The HotLine Magazine (Free registration and log-in required.)

Software-as-a-Service (SaaS) / Cloud computing is clearly here to stay, and is predicted to become the industry standard in the coming years.  More and more software companies are offering cloud-based subscription software products or have announced plans to do so soon.  But is there a dark shadow looming in that Cloud for those who consider themselves as customer support / help desk professionals?  Could there be a silver lining in it as well?