Analytics and statistics for the IT Service Management team in Confluence
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I'm Elena from Communardo Products. We have been asked this question several times, and in this article you can find the answer.
Why does the IT Service Management team need 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, Viewtracker 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.
Conclusions
Viewtracker – Analytics for Confluence provides IT Service Management teams with visibility into tool usage, storage, and license allocation through features such as the Instance Report and heatmap. By supporting the needs of different roles—content creators, space administrators, and decision-makers—it helps teams better understand how Confluence is used and where improvements may be needed. These insights can support operational planning, customer support, and compliance with data privacy requirements, while helping organizations better manage their Confluence environment.