AQA is the largest examination board for GCSEs and A-Levels in England, and a cornerstone of the United Kingdom's (UK's) education system. As an independent education charity, AQA sets and marks over half of all GCSEs and A-Levels taken in the UK every year, with income reinvested directly into its charitable activities and research. A total of 92% of UK schools take AQA qualifications, with over 1.4 million students sitting its assessments annually.
Beyond examinations, AQA provides a comprehensive support and training package for teachers, professional development opportunities, and online resources while also offering qualifications for international schools through OxfordAQA, its partnership with Oxford University Press.
Simon Collins, head of service delivery at AQA, highlights ManageEngine's enterprise support plan and Gartner®'s recognition in the Magic Quadrant for IT service management tools as key factors in the decision to partner with ManageEngine and address AQA's service delivery challenges.
ServiceDesk Plus brought in much-needed structure to AQA's service delivery operations, ensuring that staff, customers, and students enjoy excellent experiences.
This partnership helped AQA modernize its operations, standardize service delivery, and embed key ITSM practices—enabling the organization to advance both technologically and operationally.
"From a customer satisfaction perspective, we've worked hard over a number of technologies, including ServiceDesk Plus, which allowed customers to be more productive in the way they work. We talk at AQA about never letting the student down, and we talk about how we want to support the business, what we want to do to make their job easier. And that tooling [ServiceDesk Plus] that we have placed gives a lot of structure to that, and that is where the key benefit for the business is coming through."
— Simon Collins, head of service delivery, AQA