About D-Orbit
Founded in 2011, D-Orbit is a pioneering company in the new space economy. Specialising in orbital transportation, on-orbit servicing, refuelling, and end-of-mission support, D-Orbit is creating a robust space logistics infrastructure. With a headquarter in Fino Monaco, near Lake Como, the company also has offices in the UK and Portugal.
The Challenge
D-Orbit’s previous system didn’t have comprehensive coverage of all necessary processes and did not integrate with all required systems. This gap led to inefficiencies in IT operations and asset management, making it difficult for teams to optimise service delivery and track performance metrics.
Requirements
To overcome these challenges, D-Orbit sought an ITSM solution that would:
- Cover all essential IT service management processes
- Provide seamless integrations with existing systems
- Be easy to customise for specific organisational needs
- Offer robust reporting and analytics for tracking performance
- Support a strong user community for additional guidance and best practices
The Solution
D-Orbit implemented HaloITSM in summer 2023. While some remote sessions were held, most of the implementation was completed onsite.
"In my past experience, to set up a new ITSM with all the processes takes months. The Halo team came on site, and in two days, we did everything. From this you can understand that Halo is very easy to customise.”
-Luca Bartoni, Head of Infrastructure & Cybersecurity
Key features that benefited D-Orbit included:
- Seamless Integrations: With HaloITSM’s native integration with Intune, D-Orbit was able to automatically track assets, bringing all asset data into a single platform. Before, they had to rely on separate systems for asset management and ticketing, but now they can view and use asset information directly within tickets, greatly streamlining their workflows and enhancing efficiency.
- Custom APIs: Using REST API functionality, D-Orbit developed internal applications to manage key performance indicators (KPIs), easily pulling metrics from HaloITSM. Not only has this enhanced the visibility, but it was also easy to set up. “To do that is just a matter of enable another application, create a token, that’s it. In my other experiences with ITSM platforms, it was not so easy.” – Luca Bartoni, Head of Infrastructure & Cybersecurity
- Community and Support: Beyond traditional customer support, HaloITSM’s active community provided valuable insights whether that’s suggestion a new feature or working through a problem.
- Advanced Reporting: D-Orbit leveraged HaloITSM’s built-in reports and created custom reports to analyse ticket trends, resolution times, and technology-specific issues, leading to better problem identification and resolution.
The Results
With HaloITSM, D-Orbit significantly improved its IT service management processes, achieving:
- Faster and more efficient IT operations
- Streamlined asset tracking and ticket resolution from the ability to add assets directly into tickets
- Greater visibility into performance metrics and issue identification
- Enhanced collaboration through HaloITSM’s community support
- A scalable solution that grows alongside the company’s evolving needs
D-Orbit is looking forward to the future and exploring HaloITSM’s capabilities. “Halo is not only an IT staff, it’s also for other services, internal services from a company. And that means that we will grow with our agents inside and processes inside Halo. From that point of view, I would like that D-Orbit and Halo grow together.” – Luca Bartoni, Head of Infrastructure & Cybersecurity.
