The author is a Research Vice President in Gartner Research. Mr. Mingay is currently researching several key areas. The first is bimodal IT. In addition, he is looking at shadow IT. Areas he has covered for many years include IT service portfolios, IT service management and IT shared services, encompassing the related issues of IT process improvement, ITIL, IT governance, IT organization design, IT operating models (centralized versus decentralized organization), and the business value of IT.