🏢 Halo Organisations Multi-tenancy, included

One platform.
Every organisation separated.

Halo Organisations lets a single Halo ITSM instance serve multiple completely separate organisations — each with their own data, portal, branding, SLAs, teams, and email templates. It's a core platform feature, included in every licence.

£0

Included in licence

Days

Not weeks to configure

Full

Data isolation

Architecture lock-in

Halo Organisations — multi-tenancy across IT, HR, Finance, Facilities and ITSM from a single platform

What it does

Multi-tenancy. Out of the box. Included.

Each organisation you create gets a complete, isolated environment — its own users, data, portal, departments, and workflows. Within each organisation you get a full hierarchy of Departments and Teams, keeping agents structured at every level.

🏢

Complete data isolation

Each organisation's tickets, assets, users, and configurations are fully isolated. Agents in one organisation cannot see another's data unless explicitly granted cross-organisation access.

🎨

Per-organisation branding

Each organisation gets its own branded self-service portal with a dedicated URL, custom colours, and logo. End users access their company's portal from their own domain — they never know it's running on a shared platform.

⚡

Independent workflows and SLAs

Each organisation can have its own service catalogue, SLA definitions, escalation paths, automations, and approval workflows — all managed independently without affecting other organisations.

📊

Cross-organisation reporting

Administrators with the right permissions can report across all organisations simultaneously — aggregating SLA performance, ticket volumes, and workload across the full estate from a single view.

✉️

Per-organisation email templates

Each organisation has its own message group — a full set of customisable email templates with its own outgoing reply address. Client-facing communications are correctly branded and routed from day one, with no bleed between organisations.

🗂️

Departments and Teams within each org

Each organisation supports its own hierarchy of Departments and Teams — with load-balanced ticket assignment and per-team access controls. Structure your agents exactly as the client's business is structured, without affecting any other organisation.

🔧

Configured in the UI — not in code

New organisations are created through Halo's admin interface. No scripting, no architectural planning, no test environments required before go-live. A built-in Organisational Chart gives admins a live view of all Agents, Teams, and Departments across the instance.

💷

Included in the licence

Halo Organisations is not a premium add-on. It is part of the core Halo ITSM platform — the same licence that includes AI, 250+ integrations, and every ITSM module. No extra cost, no negotiation.

Use Cases

Who benefits from Halo Organisations?

Any organisation that needs clean separation between groups — without the overhead of building a custom multi-tenant architecture.

🔧

Managed Service Providers

Run all your clients from a single Halo instance. Each client gets their own portal, branding, ticket queue, SLAs, and reporting — fully isolated. Scale new clients in hours, not weeks.

🏛

Multi-subsidiary enterprises

A holding company with multiple trading entities can run a single Halo instance where each subsidiary has its own service desk and SLA structure — while central IT retains visibility across the full estate.

🌍

Geographically distributed teams

Regional IT teams operating under different SLA agreements or working hours can be structured as separate organisations — each with their own escalation paths — while sharing a common platform.

🧩

ESM across departments

IT, HR, Facilities, and Finance each operating as a separate organisation within the same Halo instance. Each department has its own service catalogue and portal, with full cross-department admin visibility.

📈

Growth-stage businesses

Companies acquiring or integrating new business units can onboard each entity as a new Halo Organisation — maintaining separation during integration with no additional licensing cost.

🔄

ServiceNow migrations

Organisations migrating from ServiceNow and currently using Domain Separation can replicate their multi-tenant structure in Halo Organisations — in a fraction of the time it originally took to configure.

Coming from ServiceNow?

What about Domain Separation?

ServiceNow's multi-tenancy feature — Domain Separation — is one of the most complex in the ecosystem. If you're migrating from ServiceNow, here's what changes.

⏱ Implementation complexity

Domain Separation must be planned before go-live. Retrofitting it into an existing ServiceNow instance is one of the most technically demanding operations in the platform — often requiring an architecture review, data migration, and re-testing of every workflow.

💰 Additional licensing cost

Domain Separation is not included in a standard ServiceNow subscription. Depending on your contract, enabling it requires a separate entitlement — adding cost on top of an already expensive platform that charges per module, per user, and per feature.

🔒 Architecture lock-in

Once your domain hierarchy is set, changing it is painful. Domains are deeply embedded in records, access controls, and workflows. A structural change means touching thousands of records — and the risk of breaking existing configurations is high.

📉 Performance overhead

Every database query in a domain-separated instance carries additional overhead. ServiceNow must evaluate domain visibility for each record returned. At scale, this contributes to the performance degradation that many large ServiceNow customers report.

🧠 Specialist knowledge required

Domain Separation has its own configuration model, permission structure, and failure modes. Getting it wrong — particularly around visibility rules and cross-domain data sharing — causes data leakage or over-restriction. This is not beginner territory.

🔁 Upgrade risk

Each ServiceNow upgrade must be regression-tested against your domain configuration. Customisations interact with domain rules in ways that ServiceNow's generic upgrade path doesn't account for — adding significant test overhead to every major release.

"We spent three months architecting Domain Separation before a single end user touched the platform. It worked — but I wouldn't call it simple. If we were doing this again, I'd ask why we needed that complexity in the first place."

IT Director — FTSE 250 manufacturer (moved to Halo in 2025)

Head to Head

How they compare.

Feature	ServiceNow Domain Separation	Halo Organisations
Included in licence	✕ Separate entitlement required	✓ Included as standard
Setup complexity	High — must be planned pre-go-live. Retrofitting is a major project.	Low — created through the admin UI. No scripting required.
Data isolation	✓ Full isolation via domain hierarchy	✓ Full isolation per organisation
Per-tenant branding	Limited — UI theming is complex to apply per domain	✓ Full branding per organisation including custom portal URL
Per-tenant email templates	Limited — domain-aware templates require scripting; reply address is managed globally	✓ Per-organisation message groups with independent reply address
Independent SLAs	✓ Supported but requires domain-aware SLA configuration	✓ Fully independent SLA definitions per organisation
Independent workflows	Partially — domain-aware flows require careful scoping to avoid bleed	✓ Fully independent automations and service catalogues
Cross-tenant reporting	Supported via global domain — complex to configure correctly	✓ Cross-organisation reporting built in for admin users
Architecture lock-in	High — domain hierarchy is very difficult to restructure post-go-live	None — organisations can be added, modified, or removed at any time
Performance impact	Measurable overhead — domain visibility evaluated on every query	Negligible — a lightweight data scoping layer
Specialist knowledge required	Yes — its own configuration model and failure modes	No — configured by any Halo admin
MSP use case	Technically possible but ServiceNow is not designed for MSP multi-tenancy	✓ Designed for MSPs — serve multiple clients from one instance
Upgrade risk	High — domain-aware customisations must be regression-tested per upgrade	Low — Organisations is a core feature, upgraded with the platform

Why Allied ESM

We've configured both. We know which one is faster.

Allied ESM's founding team comes from the ServiceNow ecosystem. We've planned, configured, and supported Domain Separation implementations — and we've migrated organisations away from that complexity into Halo Organisations.

We can help you understand whether Halo Organisations meets your multi-tenancy requirements, and if you're migrating from ServiceNow, we can map your existing domain structure directly onto Halo's model.

Talk to a Specialist ServiceNow Migration Guide →

Dual

Halo + ServiceNow certified

Pure Play

Halo-only partner

UK + US

Transatlantic coverage

Senior

No juniors on delivery

Frequently Asked Questions

Common questions, answered directly.

What is Halo Organisations?

Halo Organisations is Halo ITSM's native multi-tenancy capability. It allows a single Halo instance to manage multiple separate organisations — each with its own agents, end users, service catalogue, SLAs, branding, and reporting — from a single administration layer. It is the foundation of Halo's managed service provider and multi-entity enterprise deployments globally.

Who benefits most from Halo Organisations?

Managed service providers who support multiple customers from a single platform benefit most from Halo Organisations. Enterprise organisations with separate business units or subsidiaries that need data isolation also use it extensively. Public sector bodies managing services across multiple agencies or departments use it to maintain clear separation while sharing a single infrastructure and support team.

How does Halo Organisations compare to ServiceNow Domain Separation?

Halo Organisations is included in the standard Halo licence and is straightforward to configure. ServiceNow's Domain Separation requires a premium licence edition, significant Professional Services investment, and is widely considered one of the most complex implementations on the platform. For MSPs and multi-entity enterprises, Halo Organisations typically takes weeks to configure versus months for ServiceNow Domain Separation — at a fraction of the total cost.

Is Halo Organisations included in the standard licence?

Yes. Halo Organisations is included in every Halo ITSM licence at no extra cost. There is no per-organisation charge, no add-on module fee, and no usage-based pricing. Whether you manage two organisations or two hundred from a single instance, the licence cost remains unchanged — the platform scales without the commercial model scaling against you.

How is Halo Organisations different from running multiple separate Halo instances?

Multiple Halo instances mean separate administration, separate upgrades, separate reporting, and duplicated licence costs. Halo Organisations provides true data isolation at the platform level — each organisation's data is logically separated — while a single admin team manages the full environment, updates apply once across all organisations, and cross-tenant reporting is available to the platform owner. It is architecturally cleaner and operationally far simpler.

Ready to see Halo Organisations in action?

Whether you need multi-tenancy for an MSP, a multi-entity enterprise, or ESM across departments — we'll show you exactly how it works for your use case.