ITSM Reporting Services grew out of Captell Developments, was established in 2004 to focus on the development and commercialisation of our flagship product - Captell.  Our slight change of direction in 2011 to ITSM Reporting Services reflects maturity of the Captell product and the increased demand we are seeing for a complete reporting solution.  As ITSM Reporting Services, we are better placed to deliver the desired full service solution.

Our people

Adrian Heald is the founder and a Director of ITSM Reporting Services.
adrian@reportingservices.com

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.

 Craig Richmond is a Director of ITSM Reporting Services.

Craig has over 20 years of public sector experience in the Australian and ACT Governments in a range of fields including taxation, law & justice and business development.  In 2002 he established a successful business development consultancy providing strategic advice to companies commercialising innovative ideas in diverse industries such as engineering, information technology and biotechnology.  In 2005 Craig also joined a start up water technology company,  Perpetual Water Pty Ltd, in a senior management capacity providing strategic advice and operational leadership in a young company at the forefront of an emerging global industry.  Craig is based in Canberra.

Steven Dunn is a director of  ITSM Reporting Services.
steven@reportingservices.com

Steven has a broad range of IT specific experience, covering the areas of operations, applications development, systems programming and technical management.  As part of these roles he has been very involved with the processes of capacity planning, performance monitoring, service level reporting, problem management, change management, asset management and chargeback.  Steven has worked in the IT industry since 1978 and has been employed by government departments as well as private industry.  He has been a consultant since 1989 and has performed assignments for outsourcers, telecommunications, insurance, finance, utilities, government and computer suppliers.  Steven has also been actively involved with CMGA for many years.  He 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 to places where he can squeeze in a trip to the “great outdoors”.