Defined, monitored and measured processes are significant preconditions for a well process-managed company. They are also important conditions for delivering information technology resources as services. The model, which is based on service management, is described at the beginning of this paper. The main part of this paper focuses on the results of an extensive survey. This survey dealt with an investigation into whether companies operating on the Czech market have defined business and IT processes, and if these processes are monitored, measured and continuously optimized.