Analytics and statistics for the IT Service Management team in Confluence

Why the IT Service Management team needs Analytics for Confluence

Viewtracker – Analytics for Confluence benefits IT service management (ITSM) in many ways. As a IT team member, you must have an overview of the IT tools in use. Insights into usage, available storage space and license management are essential. As these are not native features of Confluence, bitvoodoo has created an additional report in the Viewtracker – the “Instance Report” specifically designed to benefit the IT team. 

What can the instance report do?

The instance report answers questions such as: How much storage space is used and available? Or: How many users are in my Confluence instance, and how many are active? 

Insights on storage space help you plan whether an upgrade will soon be needed. Additionally, Viewtraecker lets you find out which spaces or attachments use a lot of storage and could be optimized for a fast-running Confluence instance. 

Knowing the number of active and inactive users on your instance helps you manage licenses. You can identify unused licenses and reuse them for new employees without paying extra. 

The heatmap is another useful Viewtracker feature that can benefit the IT team. It shows which time slots in the week Confluence usage is the highest, allowing you to plan updates accordingly.

How can different roles within the IT team use Confluence for their benefit?

Documentation in the ITSM team

You create support knowledge base documentation on Confluence for ITSM. You’re always looking to improve your content by finding better ways to help customers with their queries.

Viewtracker—Analytics for Confluence’s built-in page report lets you get insights such as the number of views, which helps you allocate resources efficiently. The reports allow you to refine your content with insights from page engagement rates, Increasing the effectiveness of your content to support customers more effortlessly.

Space admins in the ITSM team

You manage your department’s Confluence spaces and implement Jira Service Management (JSM) best practices for your team. 

With Viewtracker – Analytics for Confluence’s ability to integrate with JSM, you can get statistics to understand content performance and monitor the effectiveness of support documentation for your ITSM teams. Compare page views and support tickets on issues. Determine if the content is compelling enough or needs improvements. Create a better, self-serving support system to ease the JSM team’s workload.

Decision-makers in the ITSM team

As an IT lead, you want to maximize value from your workplace with the right tech investments. You also need high-level data privacy control options to comply with GDPR laws.

The option to export Viewtracker reports makes justifying Confluence investments much easier. You can choose between different privacy levels to anonymize user-related data.  You can also control which spaces to track and disable tracking for spaces that contain sensitive information. Learn more about privacy in Viewtracker Data Center and Cloud. 

Improve your ITSM team’s efficiency with Viewtracker – Analytics for Confluence

In conclusion, Viewtracker – Analytics for Confluence empowers IT Service Management teams by providing crucial insights into tool usage, storage space, and license management through features like the Instance Report and heatmap. Catering to different roles—from content creators and space admins to decision-makers—enables each team member to optimize their tasks, improve customer support, and make informed decisions while ensuring compliance with data privacy regulations. Embracing these analytics tools enhances efficiency, reduces costs, and maximizes the value of your Confluence investment.

Try bitvoodoo’s Viewtracker to support your IT service management (ITSM) team today!

📕 Suggested reading: Access our full feature comparison of Viewtracker vs. Confluence’s built-in Analytics.