Student for a Bachelor's Thesis in Network Operations Management - ''CSDM-Based Structuring of Network Services and AI-Ready Knowledge Management in ServiceNow''

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Number: MER00046XH Are you interested in IT Service Management, ServiceNow, Network Services and AI? Then shape the future of Network Operations Management with us. As part of your bachelor thesis, you develop a CSDM-based structure model for Network Services in ServiceNow and explore how Knowledge Base articles can be processed and linked in such a way that You are transparent, depositable and AI-ready. This allows you to contribute directly to better user orientation, higher data quality and sustainable knowledge management in the global network environment. About the area In the area of PT/TEGDN – Network Operations Management, we shape the future of global network operation. Our tasks range from the further development and standardization of Network Services, ServiceNow and CMDB related topics to knowledge management, data quality, automation and AI readiness. ServiceNow is a central platform for IT service processes, service structures, knowledge base articles and the transparent mapping of network services. With the increasing use of AI-based functions, it is becoming increasingly important that services and knowledge content are consistently structured, comprehensible, unambiguously responsible and technically cleanly linked. This bachelor's thesis aims to develop a concept of how Network Services can be presented in ServiceNow more structured, user-friendly and CSDM-compliant. At the same time, it is intended to examine how Knowledge Base articles can be designed and linked to services in such a way that You can be used optimally both for end users and for AI-based functions. Objective of work The aim of the Bachelor's thesis is to analyze the existing representation of Network Services and associated Knowledge Base articles and to derive a future-oriented structure and architecture model from them. This model is designed to help network services display more consistent, make dependencies between services and knowledge articles more transparent and create the basis for better user experience and AI-based ServiceNow functions. The work combines topics from IT Service Management, Knowledge Management, ServiceNow, Common Service Data Model, Network Services, Data Quality, Governance and AI Readiness Why this topic is relevant With the increasing standardization of IT service processes and the use of AI-based functions in ServiceNow, structured, up-to-date and easily trackable service information is becoming increasingly important. A consistent representation of Network Services not only improves transparency for end users and IT teams, but also supports data quality, self-service, automation and future AI applications. With your bachelor's thesis, you can make network services more understandable, more practicable and future-oriented. Your tasks As part of your Bachelor's thesis, you will work with the following tasks: Analysis of existing network service structures in ServiceNow and related information sources such as Employee Center, Intranet and Knowledge Base

Investigation of existing inconsistencies, redundancy and gaps in the presentation of Network Services

Analysis of the link between Knowledge Base Articles, Application Services, Service Offerings and Network Services

Detection of requirements for a consistent CSDM-based structural model

Development of a target concept for the uniform presentation and care of Network Services in ServiceNow

Definition of quality criteria for service structure and AI-ready Knowledge Base Article

Developing a governance and ownership proposal for long-term care and quality assurance

deriving concrete recommendations for action for the specialist area PT/TEGDN

Documentation of results in a scientific bachelor's thesis and preparation of key results for the subject area

The activity can start from October 2026. The final topics will be discussed with the university, you and us.

Continuous study of computer science, business informatics or a comparable study programme

Good knowledge of German and English

Secure handling of Microsoft 365, especially Excel, PowerPoint, Teams, SharePoint and CoPilot

First experiences with ServiceNow, ITIL, process modeling, data modeling or knowledge management are advantageous

Interest in IT Service Management, ServiceNow, CMDB, CSDM, Knowledge Management, Network Services and AI

Basic understanding for IT infrastructures, network services or IT operations

Interest in AI-based IT processes and how data and knowledge quality affects the usability of AI

Analytical and Structured Operation

Joy in making complex relationships understandable

Communication strength and willingness to vote with different disciplines

We offer you A practical Bachelor's thesis topic at the interface of IT operations, service management, knowledge management and AI

Insights into the global network operation of an international company

Working with a real structuring and standardization project in the area of Network Operations Management

Professional support in the team and access to relevant stakeholders

Possibility to introduce your own ideas and to develop a concept with practical benefits for the subject area

A modern, hybrid working environment with professional and organizational support

Application documents Please submit the following documents: CV

Current registration certificate

Current level of notes

Basic requirements of your university for Bachelor thesis

Optional: short motivation or first thoughts on the topic

Additional information: Type of activity: Bachelor thesis

Department: PT/TEGDN – Network Operations Management

Key topics: ServiceNow, Network Services, CSDM, Knowledge Management, AI Readiness

Target group: Students of Computer Science, Business Informatics or Similar Courses

Start: 14.10.2026

Duration: 6 months (required)

Place of work: Stuttgart / hybrid work by arrangement

Language of work: German or after consultation with university and specialist department

We are looking forward to your online application with CV, lettering, certificates, current enrollment certificate, giving the semester and proof of the regular study period. Please do not forget to mark your documents as ''relevant for this application' in the online form and to observe the maximum file size of 5 MB. Further information on the setting criteria can be found here. Disabled and equalized applicants are welcome! The severely disabled representative (sbv-zentrale@mercedes-benz.com) is happy to support you in the application process. People Solutions will be happy to help you with questions about the application process. You can reach us by email via myhrservice@mercedes-benz.com or by phone at 0711/17-99000 (Mo-Fr 10-12am & 13-15am).

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