George Santayana, the Spanish American philosopher, wrote the famous saying, “Those who cannot remember the past are condemned to repeat it.” This really is the underlying basis for the process of knowledge management. It plays a key role in CSI but data must be captured in each of the service lifecycle stages. This D ata capture must then be processed into I nformation, synthesize the information into K nowledge and applied to the context of the environment we are supporting to create W isdom. This is known as the Data-to-information-to-Knowledge-to-Wisdom structure. DIKW. Wisdom (not repeating the past) will allow us to make more informed & better decisions around improvements in our processes, functions and services. The purpose of knowledge management process is to quantify all of this D-I-K-W and then to share perspectives, ideas, experiences and information at the right time in the right place with the right people to enable informed decisions efficiently by no