In 2004, Adrian Heald and Steven Dunn founded Captell Developments, to commercialise Captell Enterprise our flagship product for IT service management reporting.
As the product developed, Captell developed wider application to measure and report on a range of business processes and activities across the IT spectrum.
In 2011, the business was rebranded ITSM Reporting Services to reflect the maturity of the Captell solution, and the wider range of services that we offer. Download our Company Profile for more information.
Adrian is the founder and a Director of ITSM Reporting Services.
Adrian is a recognised expert in service management reporting, regularly presenting at industry conferences in Australia and overseas. He has a wealth of public and private sector experience implementing reporting systems including cost attribution and invoice verification systems, tuning and capacity planning.
Adrian has worked in the IT industry since 1986 in roles including operator/shift leader, applications programmer, systems programmer and capacity manager. In 1995 he began working as a freelance contract consultant providing capacity management services to many private and government organisations. A year later he formed Capacity Reporting Services Pty Ltd to further develop capacity planning methodologies and software. In 2004 he set up Captell Developments, which, in 2011 transformed into ITSM Reporting Services to better focus on delivering a complete IT service management reporting solution.
A former vice-president of CMGA, Adrian has written and presented more than a dozen papers at the organisation’s annual conferences. He has also had papers published by CMG US. He is based in Melbourne, Australia but travels extensively throughout Australia and overseas on request to demonstrate his innovative product.
Steven is a Director of ITSM Reporting Services.
Steven has worked in capacity management since well before it was called that. Since starting as a data control clerk in 1978 he has gained a broad range of IT specific experience covering the areas of operations, applications development, systems programming and technical management. These roles positioned him for his consulting work where he has been very involved with the processes of capacity planning, performance monitoring, service level reporting, platform architecture, storage management, problem management, change management, asset management and chargeback.
He has been a consultant since 1989 and has performed assignments for outsourcers, telecommunications, insurance, finance, utilities, government and computer suppliers both here and overseas. Steven has also been involved with the distribution, sales and support of the software products Twenty% for mainframe storage management and NTSMF, now known as Performance Sentry for Windows servers.
Steven has served on the CMGA board in the roles of board member, Conference Organiser and President. As well as attending every CMGA conference since 1986, Steven has presented at CMGA and CMG’US conferences. Steven is based in Melbourne and sometimes travels for assignments or conferences, especially enjoying places where he can squeeze in a trip to their version of the “great outdoors”.