Insourcing the Hospital IT Organization at Children's National

The hospital's IT support was heavily outsourced. Leadership wanted to bring critical infrastructure capabilities in-house to improve service quality, reduce vendor dependency, and build institutional knowledge.

The initial scope was a Tier 3 support team, but the reality on the ground required coverage across a much broader set of domains and physical sites.

Built and direct a Tier 3 systems and data center engineering team covering 8 infrastructure domains: Active Directory, databases, O365, print services, Citrix VDI, virtualization, storage, and data center operations.

Expanded scope across 5 sites - main campus, research facilities, satellite clinics, and disaster recovery - each with different infrastructure profiles and uptime requirements.

Retained Kyndryl for Tier 1 help desk and Tier 2 desk-side support, owning the escalation paths, service quality standards, and cost performance on the managed services agreement.

Held Kyndryl accountable to contracted SLAs, setting the service standards and coverage planning that govern the hybrid in-house/managed model.

A Tier 3 team now owns 8 critical infrastructure domains that were previously outsourced.

Escalation paths and service standards established, giving the hospital direct control over its most critical infrastructure.

The hybrid model balances in-house expertise with managed coverage, optimized for a 24/7 pediatric environment.