Government authority for property appraisal
Customer Story 
Government authority for property appraisal
Government, Property Valuation & Land Services
Migration of Jira Service Management (Server to Cloud) + Cross-System Escalation Design + Azure AD Integration + Role-Based Training & Enablement
The Government authority for property appraisal plays a crucial role in supporting Ireland’s property market through valuation services for local taxation and state needs. Its IT support model involved multiple teams, including internal staff and external support partners, each operating in their own environments with no structured escalation process between them.
The Government Authority partnered with VMotion IT Solutions, an Atlassian Solution Partner, to modernise its service operations across four structured phases: migrating Jira Service Management (JSM) from legacy on-prem infrastructure to Atlassian Cloud, designing a cross-system escalation process, integrating Azure AD for identity and access, and delivering role-based training to ensure confident adoption from day one.
The Challenge
Prior to the engagement, the authority relied on an on-premise Jira Service Management instance that was end of life and required specialist experience to move to tlassian Cloud securely and without data loss.
Tickets that required input from external support partners moved through informal channels, with limited visibility into status or resolution progress once a request left the internal team. Identity and access management was fragmented, and there was no centralised provisioning.
As the organisation formed and expanded, it became critical to unify support channels, establish structured escalation between teams, and provide a modern, compliant digital experience for both internal staff and public-facing services. Equally important was ensuring the teams could operate the new platform independently. Deploying a new tool without addressing how people would actually work on it would simply replicate old problems in a newer system.
The Solution:
Phased Delivery: Migration + Escalation Design + Identity Integration + Training
VMotion IT Solutions delivered the engagement across four deliberate phases, each building on the last and delivering standalone value before the next began:
- Migration of Jira Service Management from Server to Atlassian Cloud
- Design and implementation of a structured escalation process between internal and external support teams
- Azure AD integration for single sign-on and user provisioning
- Role-based training and enablement at three audience levels
Key Actions Taken:
- Full audit of legacy data, workflows, SLAs, and configurations
- Cloud readiness assessment with focus on GDPR compliance and data residency
- Seamless migration with minimal disruption to staff
- Business analysis across multiple escalation options, from single-project queue separation to multi-project architectures
- Designed a solution enabling tickets to flow between internal and external teams with full two-way visibility
- The internal team maintains visibility of escalated issues throughout their lifecycle; external partner receives properly contextualised requests
- Centralised single sign-on and user provisioning aligned with the organisation’s wider access management strategy
- Domain verification and identity consolidation across the organisation
- Administrators: Centralised user management, roles, permissions, and platform configuration for independent maintenance
- Service desk agents: Day-to-day operations including queue management, ticket handling, SLA tracking, and the new escalation process
- End users: Raising requests, tracking status, and using the knowledge base for self-service resolution
“ With VMotion’s expertise, we didn’t just move to the cloud — we reimagined how we deliver support services. The new service desk is intuitive, efficient, and built for scale. ”
— ICT Services, Government authority for property appraisal
Results & Benefits
Issues now flow between internal support and external partners through a designed process with two-way visibility, replacing informal handoffs.
The organisation is now fully hosted on Atlassian Cloud, with enhanced security, automatic updates, and EU data residency aligned with GDPR requirements.
Azure AD integration removed manual provisioning overhead, centralising authentication in line with the organisation’s wider identity strategy.
Role-based training at three audience levels ensured administrators, agents, and end users could operate the platform independently from go-live.
Elimination of legacy infrastructure maintenance, freeing the team to focus on service delivery rather than platform upkeep.
Each phase delivered standalone value while building toward the complete solution, avoiding the risk of a large-scale rollout that tries to do everything at once.
Quote from VMotion IT Solutions
“ This project with the Government authority shows how public organisations can not only move to Atlassian Cloud smoothly, but also unlock immediate value with a modern, scalable service desk. We’re proud to support this transformation. ”
- VMotion IT Solutions, Atlassian Solution Partner
Conclusion
Through a phased, expert-led engagement spanning cloud migration, escalation process design, identity integration, and structured training, the property appraisal authority has set a new benchmark for digital service delivery in the Irish public sector. With VMotion IT Solutions as a trusted partner, the organisation now operates a modern, scalable service platform with structured cross-team workflows, centralised access management, and self-sufficient teams, positioned to support the evolving needs of both staff and citizens.
More Business Solutions
Tailored to Every Type of Work
Empowering Leading Organisations Through IT Excellence
