Techniques are disclosed for quantitatively estimating a value of a given process, such as an IT service management process. For example, a computer-implemented method for estimating a value based on a complexity analysis of a given process comprises a computer performing the following steps. A context for the given process is identified. A baseline for the given process is quantified. The process baseline comprises a key performance indicator and an underlying complexity measure. An improvement measure for the given process is determined. The improvement measure is achieved by at least one of a tooling deployment or a process transformation. A value derived for the given process is estimated based on the context identifying, baseline quantifying, and improvement determining steps.