Hi All,
After performing reconciliation for Microsoft Publisher in the License Workbench, we noticed that two Copilot instances are appearing in ServiceNow. Currently, we have Microsoft 365 Copilot licenses procured, and the corresponding user subscription data is flowing correctly and being calculated as expected. In addition, we also have Copilot Studio licenses. A screenshot has been attached for reference.
At this stage, we are unsure why Copilot is being displayed separately within the License Workbench, despite the software model not being mapped and some of model is mapped for such instances. We would like to understand whether the License Workbench is accounting for Copilot installations detected on machines and, if so, how these are being factored into the license calculation.
Hi @dreinhardt
As per your request, we reviewed the reason why Copilot appears separately in the License Workbench. The primary cause identified is that these instances are flagged as “Installed without a software entitlement”, even though we have procured Microsoft 365 Copilot licenses and the compliance position is correct for this software model. The entitlement is being accounted for under the Microsoft 365 Copilot software model, not under the standalone Copilot name.
We have identified the following scenarios where "Copilot" is displayed separately:
- The Software Discovery Model status reflects “Normalized”, yet the associated software model is missing.
2. The Software Discovery Model status is “Partially Normalized”, but again the software model is missing.
3. The Software Discovery Model status is “Normalized”, and the software model detected is Microsoft Copilot, which is classified as licensable. This was observed on a Mac device, and the detected version "24.5.431203002" is marked as free-to-use as per the referenced AppStore.
4. We have identified two software models — "Microsoft Copilot" and "Microsoft 365 Copilot" — and both are currently categorized with the product type “Licensable.” This raises a question regarding which model should be used for mapping purposes.
Screenshots for each scenario are attached for your reference.
According to the Microsoft article or documentation, there is a free version of Copilot (with limitation) that allows users to perform activities such as copilot in Edge, writing, summarizing, and general AI chat without requiring a Microsoft 365 subscription.
Given this, we believe that some users may be utilizing the free version of Copilot, while licensed users are accounted for under the Microsoft 365 Copilot software model, which is an add-on product and incurs a cost.
This leads us to question why ServiceNow does not provide a corresponding “Not Licensable” software model for the free version of Copilot, considering that such differentiation could help avoid confusion between licensed and non-licensed use cases.
Alternatively, we there is a possibility that we may be misunderstanding with ServiceNow functionality.
