[Rails] Service Management

I was just wondering if there was anybody here who'd worked in a
Service Management environment (ITIL for example).

I'm interested to know of tools for use with planning and managing
availability, capacity, continuity and security in a RoR environment.
Particularly the first two.

How easy is it to scale RoR? Can you easily have multiple server
instances for one service - if so, how do you do it, and what problems
do there tend to be? How can you predict performance and capacity?

I'm also interested in design and testing considerations.

Much of the above is not, I know, of much direct interest to
developers, but I'd hope that somebody has been involved with this!

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